Customer satisfaction is measured, especially in the case of services, by the overall experience of the service offered. This applies not only to companies that are economically oriented, but also to public authorities such as citizen services. The need for explanation and demand in theses areas are always high, which often leads to long waiting times and consequently to dissatisfied customers.
This can influence the entire working atmosphere. Customers are already frustrated or stressed before the actual service takes place (in this case e.g. a consultation).