Barclays’ and Barclaycard‘s latest research reveals that far from the stereotype as a nation that loves to wait in line, two fifths of Brits refuse to queue for longer than two minutes and 68% regularly abandon purchases.

According to the poll of 2,000 shoppers*, women will queue only 12 seconds longer than men, but the biggest surprise is the willingness of younger shoppers (18-24) to wait a full two minutes longer in line than those aged 55-64.

Impatient shoppers seem hungry for change, with food or drink outlets found to have the most frustrating queues. In contrast, supermarkets are seen to be the best at managing queues. 51% of shoppers refuse to even enter a store if they spy a queue and some retailers are taking extreme measures to cope with customers’ impatience with 30% of shops shifting till positions to hide long queues**. In contrast 12% of retailers, including supermarket chain Co-operative, have begun to deploy contactless payment systems which, by doing away with the need to enter a pin code, reduce transaction times by over a third (source Smart Card Alliance).

Stuart Neal, head of UK Payment Acceptance at Barclaycard, commented:

“While retailers appear to be aware that even their most loyal customers are not prepared to wait in line any more, hiding the evidence of queues is not the way to fix the problem. Consumers have increasingly busy lives and retailers must be prepared to fit in with them by offering innovative solutions to speed up transactions. By embracing technology and installing new payments systems, such as contactless, retailers will stay ahead of the curve and limit the amount of time that people are waiting in shop queues.”

The top frustrations of queuing shoppers were not enough staff serving customers, sales assistants spending too long chatting to customers and people fumbling in their pockets for change. Half of shoppers (46%) favour stores with express lanes.

Via EPR Network
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