Queue frustration catching up: ACNielsen survey

By , agencyfaqs!, New Delhi | In Others | June 19, 2007
85 per cent of the respondents of the survey said they are less patient about queuing up

The queue is

part of the landscape in this country - but consumers are no longer happy putting up with it. In a clear signal to companies and brands, a new breed of post-liberalisation consumers are signaling loud and clear that they are just not in favour of queuing up.

Or so suggests ACNielsen's Queue Frustration survey, which it conducted for NCR Corporation, an Ohio (US) based global technology company which helps businesses build stronger relationships with customers. ACNielsen opted for a tool, Nielsen Omnibus, to help NCR gain a quick understanding on the trends.

A sample size of 1,782 working men and women, in the age group of 25-45 years across major cities in India, including Mumbai, Delhi, Kolkata, Chennai and Bangalore, opted for the survey from India. Of this number, 85 per cent respondents are becoming less patient about queuing, reveals the survey.

At 34 per cent, bank queues was identified as the single biggest queue problem, closely followed by ticketing queues at 30 per cent, and bill payment queues at 27 per cent. Most significantly, 26 per cent of the all-India respondents switched to another service provider offering better self-service solutions.

City-wise, Mumbai garners the highest percentage in terms of respondents who cannot wait - 96 per cent. Chennai follows with 94 per cent, followed by Kolkata (82 per cent), and Bangalore (80 per cent). Delhi seems to be quite patient in this regard, with the least percentage of people complaining about queue problems - 76 per cent.

The survey brings out the top three solutions suggested by consumers to business firms - to create areas with another line, self-service solutions and more staff deployment, in that order. More than 60 per cent respondents look forward to more ATM machines and ticketing kiosks in the future as a self-service solution.

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