{
  "title": "Customer reception: does a preselected option reveal a preference?",
  "url": "https://www.shr.swiss/blog/accueil-client-option-par-defaut-preference-en",
  "language": "en",
  "datePublished": "2026-03-16",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "An accepted contact channel is not necessarily a preferred one. Research on defaults suggests distinguishing administrative convenience from customer choice.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lugano",
    "region": "Tessin",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "William Samuelson and Richard Zeckhauser (1988, Journal of Risk and Uncertainty) show, through experiments and observed decisions, that presenting an option as the existing situation can favour its retention."
    },
    {
      "heading": "What a default option changes",
      "point": "Eric J."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that all preselected options should be removed from reception procedures."
    },
    {
      "heading": "The limits of the evidence and routine indicators",
      "point": "These studies cannot quantify the effect of a preselected follow-up channel in a Lugano business."
    },
    {
      "heading": "A practical check in Lugano",
      "point": "Within SHR's “Accueil client” programme, a field exercise could compare two Italian-language forms in a bank, fashion boutique, trading company or Italian-speaking family SME in Lugano, offering the same permissible follow-up channels: one with a preselected option and one without."
    }
  ],
  "sources": [
    {
      "authors": "Zeckhauser",
      "year": "1988",
      "source": "Journal of Risk and Uncertainty"
    },
    {
      "authors": "Goldstein",
      "year": "2003",
      "source": "Science"
    }
  ],
  "wordCount": 438,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-03-16-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-option-par-defaut-preference",
    "en": "https://www.shr.swiss/blog/accueil-client-option-par-defaut-preference-en",
    "de": "https://www.shr.swiss/blog/accueil-client-option-par-defaut-preference-de",
    "it": "https://www.shr.swiss/blog/accueil-client-option-par-defaut-preference-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/lugano",
    "city": "https://www.shr.swiss/formations-ville/lugano",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}