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Customer queue quibbles revealed


More than half of customers in the UK will not wait in a shop queue for more than two minutes if they are buying an item worth £5 or less, new research reveals.

According to a Barclays and Barclaycard survey, undertaken by Populus, the length of time someone is prepared to wait in a queue increases with the value of the product they are purchasing - but only 12 per cent of consumers are willing to hang around for over ten minutes, regardless of what their item is.

The amount of time people are willing to wait in a queue has dropped considerably in the last six years and Consulting Director at Verdict Research, Neil Saunders, thinks this is part of a wider trend in society.

He said: “Over the past ten years consumer society has become ever more demanding in terms of what it expects from retailers and much more willing to complain when things go wrong.”

Saunders continued: “Today’s consumer is short on time, probably short on money and has a lot more choice than they used to. That combination of things means they’re much more demanding and are able to punish retailers than don’t deliver on their requirements.”

Other findings from the survey show that 51 per cent of the 2,036 people questioned cite lack of staff serving customers at cashpoints as their main gripe when queuing.

Just under a fifth found sales assistants chatting too long to customers their biggest gripe, while the main annoyance for ten per cent of people is when fellow shoppers are unable to find a form or their method of payment

Perhaps indicating that there is a market for contactless payment technology, 61 per cent of people were interested in using such a system for small purchases and 26 per cent of consumers were “very interested” in this transaction method.

Published on Wednesday 04 August by Editorial Assistant

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