Brits ‘fall out of love with queuing’

shoppers2The saying that “Brits love to queue” could be consigned to the annals of history following the results of new study which shows a wait of more than 6 minutes for a checkout is now likely to result in shoppers walking out…with some never returning.
Omnico research claims time-poor consumers are becoming increasingly impatient instore, as they can now buy things online within a few clicks or swipes.
The answer, according to the report, is that retailers should be looking to install mobile point-of-sale technology. Already adopted by the likes of Paperchase, mobile tills allow staff to reduce queue lengths and duration, and can also boost loyalty programmes.
However, even that might not be enough for the residents of Plymouth, who, says the study, are only willing to wait an average of 4 minutes 55 seconds before leaving the store.
Liverpool is the most patient city in the UK, with shoppers willing to wait 6 minutes 47 seconds.
Only 19% of people said that they would never abandon their basket regardless of how long they had been waiting in a queue. On the flip side, 16% refuse to wait more than three minutes before walking out.
The survey also found that over half (56%) of Bris would be less likely to return to a store if they’d had a bad queuing experience.
“Queuing is now a pet hate of many people in the UK and our research revealed the detrimental impact it has on retailers, both in terms of abandoned baskets and long term loyalty,” said Omnico chief executive Bill Henry. “Retailers who focus on preventing abandoned baskets and customer walk-aways will see the compelling benefits to their bottom line.”

1 Comment on "Brits ‘fall out of love with queuing’"

  1. RT @DM_editor: Brits falling out of love wih queuing? Has the world gone mad? http://t.co/7NcRdzvRMR #directmarketing #datamarketing #digit…

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