What's Happening?
A study conducted by the University of York has found that blues music is the most popular genre for hold music. Music psychologist Dr. Mimi O'Neill led the research, which involved monitoring the reactions of 2,540 participants exposed to various audio experiences while waiting in a virtual queue. The study revealed that blues music, characterized by its mellow and relaxing qualities, was preferred over other genres like heavy metal, country, and pop.
Why It's Important?
The findings highlight the psychological impact of music on individuals, particularly in situations involving waiting or stress. The preference for blues music suggests that businesses could enhance customer experience by selecting more soothing hold music, potentially reducing perceived wait times and improving customer satisfaction. This research could influence how companies approach customer service and the selection of hold music.
Beyond the Headlines
The study also explored alternatives to music, such as trivia and general knowledge, which were found to be preferable by some participants. However, incomplete trivia experiences could lead to frustration, indicating the importance of carefully curated audio experiences. This research opens up discussions on the broader implications of audio environments in customer service settings.
