Fast-food and supermarket queues the bane of Australian shoppers

Posted by Daniel Palmer on 2nd April 2009

Convenience stores, supermarket and fast-food outlets are at great risk of losing customers if they fail to adequately quell long queues, according to a survey released today.
The Australian Queuing Behaviour Survey – carried out for MasterCard by Galaxy Research discovered that over two-thirds of consumers will abandon their purchase if it means standing in line, with 75% of shoppers indicating they will take their money elsewhere.

Retailers must keep queues below five minutes, the survey implies, as 67 per cent become frustrated within five minutes of joining a queue.

The survey found that some sectors, such as fast-food, were more privy to consumer frustration with long lines.

“Australian consumers are less likely to tolerate queues at fast food restaurants (36%), at stadium events (35%), petrol stations (28%), convenience stores (25%) and supermarkets (25%),” Australasia MasterCard Worldwide Vice President, Eddie Grobler, advised. “The survey also indicates 52% of customers get angry and frustrated because the cashiers never seem to be in a hurry, suggesting more needs to be done to streamline retail purchases.”

“Australian consumers are increasingly time-poor, so providing a convenient alternative at the point of sale will allow retailers to serve more customers in less time resulting in shorter queues and a better way to do business,” Mr Grobler concluded.