We’ve talked about long lines at stores before, and I came across an interesting poll about line-waiting. It discusses how long customers will stand in line at a store before walking out.
According to a poll by Maritz Research, people are more likely to leave a department store because of long waits than other retailers. Seventy-two percent of customers actually have left department stores because the lines were too long, according to the poll.
But believe it or not, drugstores scored the lowest, with only 46 percent of customers choosing to leave because of a long line.
The research states that it hurts certain retailers more than others if customers become frustrated with long waits.
Here’s what Tom Krause, director of strategic consulting for Maritz Research’s Retail Group, had to say about this situation, in a news release.
"Specialty clothing stores and department stores have significantly more to lose than most categories if they keep customers waiting longer than expected. Typically these stores are in malls or shopping centers where competitors are plentiful. Plus, among customers who have left due to long wait time, 25 percent say they have not been back to a particular specialty clothing store and 13 percent have not been back to a particular department store.”
So, how long will you wait in line before giving up and leaving? For me, it depends on the store and how fast I want to get in and out. And how bad I want what I'm planning to buy!
According to this poll, shoppers expect a longer wait at certain stores versus others.
Here’s what it says:
Respondents indicated that they expect to wait an average of 8.6 minutes at a drugstore, significantly more time than other categories. Mail/shipping service stores averaged 7.5 minutes, while department stores averaged 6.2 minutes, specialty clothing stores averaged 5.7 minutes and convenience stores averaged 3.3 minutes.
The longest that I have ever stood in line at a store was 20 minutes and that was getting long! What about you? Can you think of the longest wait that you have had while shopping, and what’s your wait limit?
Comments
[July 25, 2008 9:43 AM]
RebeccaMy patience in waiting in line is definitely tied to what I'm buying. I will wait in line longer at the grocery store than a clothing store. I'm also more patient at certain times of the year. (i.e. Christmas season)
[July 25, 2008 10:21 AM]
Other JohnI've stood in 20-30 minute lines before, but those were at the Navy Exchanges where prices were far cheaper than any other retailer and the goods were also tax free. If it weren't for that, I would not bother. As for regular retailers, it depends. If I absolutely need the item, I'll wait. If I can do without and the lines are moving too slowly, I'll sometimes just leave, it depends. I absolutely hate Wal-Mart's slow lines and lack of cashiers, so I tend to shop late at night or super early in the morning when there are not many customers...and I'll use the self-scan lines anywhere they are available. My personal peeve about lines are the folks who have a full cart who insist on going through the 20-items-or-less line because it's shorter and moving faster than the full-service lines. That irritates me to no end, and I think more companies should refuse to check those people out in the express lines.
[July 25, 2008 11:31 AM]
MichelleI think you kind of expect to wait longer at a Pharmacy because they have to do so many things for each customer, such as prepare the drugs, double check everything to make sure things are right, etc. You don't want a pharmacist to rush!
At a retail store all they usually have to do is ring you up, so it can get frustrating. I have noticed the shoe department at Macy's has a particularly long wait - I have walked out twice when I waited at the counter for several minutes, where I can hear employees in the back talking to each other and not coming out to help. Once I waited, first in a line of three people, at the counter, with my purchase ready, only to have the cashier come out and help the person behind me who still needed to get their size of shoes. I wouldn't shop there except that they have the best selection of Crocs that I can find!
[July 25, 2008 12:05 PM]
DebiHow interesting that you posted this today. I walked out of Avenue at the mall yesterday!
There were 2 employees there but only one on the register and she was VERY interested in getting these 3 women signed up for the store credit card. I waited at least 10 minutes. Had the cashier only acknowledged me and apologized for the wait, I would have stayed. The other employee never came back to the register at all. The longer I stood there, the less and less I needed those shirts and socks! The really sad part of all this, my purchase would have been significantly more expensive than the combination of the 3 women in front of me. And as you mentioned, I have no intention of going back to Avenue. With online shopping, there are PLENTY of choices for my money to go.
[July 25, 2008 1:03 PM]
Ed S."The longest that I have ever stood in line at a store was 20 minutes and that was getting long! "
Obviously Jenny has never been to Best Buy on black Friday. ;)
Depends on what I"m waiting for. Some stores have more interesting merchandise than others. I can say if I'm hungry, I'm not going to wait long.
[July 25, 2008 2:12 PM]
Jim DI waited for about 2 minutes at the seafood counter in the Salem Kroger. I gave up after seeing no sign of service. No employees were in sight. Maybe that makes me impatient.
[July 26, 2008 3:25 PM]
AdowntownbusinessHow about time waiting to be seated in a restaurant?
Fifteen minutes is the most for me. No Outback, Olive Garden or whatever is worth more of my time. Especially when you are seated and you see empty tables around you.
Of course, it looks better for the restaurant if we see people wiating in the lobby instead of waiting to be served inside.
[July 29, 2008 10:19 PM]
JennyDebi, I'm sorry to hear about your experience at the Avenue. It's bad when employees don't even acknowledge that you're waiting! Ed S., I have been to Best Buy on Black Friday, but never actually waited in the long line. I guess Black Friday shoppers have some long lines most anywhere that day!