21 Million Customers Lost Due To Long Queues!!!!


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Poor customer service due to long queues cause UK businesses to lose 21 million customers a year! That’s according to a report from YouGov that suggests 59% of shoppers are not prepared to wait in a queue!

With 18% saying that they would go to an alternative shop, and what I think is a real ‘sign of the times’, almost one third of frustrated shoppers say they would turn to online retailers (32%)!

I highlighted this issue earlier this month and reinforced the key issue of ‘being easy to buy from’.

Retailers still seem to be putting up too many barriers to helping customers buy! The result? They walk!

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


  1. These findings showcase the need for improving the in-store experience. By improving customer queuing and waiting times, retailers are able to overcome the 'congestion penalty' that occurs at the point of sale. In doing so they reduce the risk of purchase abandonment, enhance employee utilisation, and generate positive perceptions of their brand that ensure customers return time and again.

    YouGov respondents were asked about the factors retailers have control over in relation to queuing, 89% cited not having enough staff members as the cause of queues. While the majority of respondents blame lack of staff, YouGov reports that "increasing staff costs to manage peak footfall is not a realistic option. Retailers need to look at alternative ways to reduce queues.”

    And there is another option. A recent survey of retail executives undertaken for Qmatic by research consultancy Vanson Bourne (2012) reveals that just over three quarters of respondents (76%) would expect to see increased sales as a result of being able to link customers to the most appropriately skilled sales or service person, with 36% confirming this is currently a key investment priority for them. To enhance their ability to match customer demand to available resources and deliver service more effectively, almost half (46%) of respondents confirmed they are looking to use digital media to direct customers to the correct person or department, while almost a third (31%) stated they're working on using digital kiosks to assist customer choice.

    Minimising queuing is a top priority for retailers; happy customers means increased sales conversions at pay/order points and reduced abandonment rates. Plus intelligent queue management opens the way to extended in-store browsing times and a higher percentage of return visits.

  2. Can’t help thinking that anything that ‘eases’ the hassle for customers and maximises resources ‘in store’ has to make sense – will watch with interest!

  3. Hi Anoop!

    Can you let me know a little more about what you’re after and I’ll do what I can!


  4. Hi Saqib!

    The figures are based on UK customers – would be interested to see what it’s like in other parts of the world.

  5. Hi, Andy,

    If you have the figures for world wide or may be top notch, kindly share. i would really like to know as am doing some research on the same. i am not finding any information of recent surveys.


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