Up, Down, and In Between – The Psychology of Elevator Waiting That Changes Customer Experience | Liat Karpel

Wait Patiently…

We don’t like to wait. Any delay of just a few seconds starts making us uncomfortable.

This is how the fast-paced world has conditioned us: the ever-increasing speed of the Internet, the instant gratification of a click revealing everything we need.

What started in the digital world has seeped into our daily lives—into every aspect, even waiting for an elevator to take us up or down. After a few seconds of waiting, most of us anxiously press the button again… as if it’s to blame.

As part of my role as a Customer Experience Manager in dozens of office towers, I decided to examine the issue of elevator wait times.

Here’s what I discovered:

1. After about 15 seconds, on average, people start feeling uncomfortable and become restless.
2. A few seconds later, they start complaining.
3. . People who work in high-rise buildings with “frustrating” elevators often avoid leaving the building for a break during the day or returning to their office to grab something they forgot.
4. Elevators that are accessible and available within a reasonable timeframe are an essential part of a seamless customer experience—one that people only notice when something goes wrong.

At Ariel Properties, we closely monitor elevator wait times. Collaboration and data sharing with elevator consultants and service providers are crucial for gaining an accurate picture of the situation and optimizing performance.

So, how does elevator wait time impact customer experience?

1. A Sense of Lost Time – We’ve been conditioned to expect speed, and every moment of waiting feels like an eternity. A long wait creates discomfort and a feeling of wasted time. This is not the experience we want to create for clients, visitors, or service recipients.

2. Increased Stress – We are always in a hurry. It has become our default mode, both in work and life. If someone arrives at an important meeting and finds themselves waiting too long for an elevator, they experience stress and frustration over a delay they have no control over. This negative feeling can carry over into the meeting itself. As facility managers, the last thing we want is for meetings to start with complaints about how long it took to get upstairs.

3. First Impressions Matter – Whether you’re selling or leasing space in a high-rise, the lobby and elevators are the first touchpoints a potential client experiences. If they must wait too long for an elevator, only to find it crowded and stopping on every floor, discomfort builds. Even if they can’t pinpoint the exact issue, it will influence their perception of the building’s management and functionality.

How Can We Improve Elevator Experience?

1. Technology Upgrades – Smart elevators, powered by intelligent algorithms, optimize movement based on tenant needs, ensuring that passengers get the most efficient ride at different times of the day. Implementing such solutions can significantly reduce waiting times and prevent unnecessary delays.
   
2. Proactive Maintenance & Management – Elevators should always function smoothly and be routinely maintained to prevent disruptions.
   
3. Optimized Maintenance Schedules – Routine servicing should be done outside of peak hours or when building activity is minimal. If unexpected downtime occurs, immediate updates and alternative solutions should be provided to tenants.
   
4. Enhancing the Waiting Area – The design and atmosphere of the waiting area near elevators can improve the overall experience. Screens with engaging content, comfortable seating, pleasant music, a soothing scent, or other small touches can transform waiting into a more relaxed experience.
   
5. Elevator Zoning – In high-rise buildings, it is highly recommended to program elevators to serve designated zones, ensuring that each elevator focuses on specific floor ranges rather than stopping at every level. This dramatically reduces waiting times and improves efficiency.

Conclusion

As I mentioned, elevator movement in an office or residential tower should be a seamless part of the customer experience. The more you implement the solutions mentioned in this article, the better and more effortless the experience will become.

There’s no doubt that a high-quality, stress-free customer experience is built on the small details that make all the difference—even when it comes to waiting for an elevator.