Slight thread drift.
By coincidence, I read today this
How long will you wait for a shopping website to load? - BBC News It tells us about impatience:
How long will you wait for a website to load before you give up and go somewhere else? Ten seconds? Twenty seconds?
Apparently, nearly half of us won't wait even three seconds. If a shopping website doesn't load its content within that time, many of us are so impatient we'll immediately go somewhere else.
According to research from digital performance measurement firm Dynatrace, just a half second difference in page load times can make a 10% difference in sales for an online retailer.
So, they won't wait another couple of seconds but will go for another site and might have to wait for that to load. Had they have stayed put - they would have got the informaiton they want.
Folks who will not wait a few seconds are not going to spend time talking to Customer Services about their experience. Companies know that brand loyalty (as known in post war era) has evaporated.