Frustrated by long waits, Canadian consumers are abandoning their shopping carts, delaying purchases and leaving stores, according to a survey by Maritz Research.
Fully 78% of those polled admitted to walking out of a department store, 64% have left fast food restaurants, 54% have left convenience stores and banking institutions, while 50% have walked out of a medical institution because of long wait times.
“Customers who are leaving stores due to long wait times have other options,” Rob Daniel, president, managing director Maritz Research, Canada, said in a release. “Enhancing the customer experience is the best way for most retailers to set themselves apart and retain customers.”
Four in 10 respondents admitted to leaving a grocery store without making a purchase and indicated that a wait time of eight minutes is reasonable, but would consider leaving after 15 minutes.
Nearly 70% told others about their negative experience, and half of those polled noted they had at some point posted a negative experience online.
More than 80% said they would wait longer if they were offered an apology, 67% would if their status was updated, and 74% would if they were greeted with a smile.
“Wait times is the first indicator of customer experience across multiple sectors and a primary driver of consumer satisfaction whether we are talking about groceries or health care,” said Daniel. “It should be top of mind for business when assessing how the needs of customers could be better addressed.”
The online poll was conducted this month from a sample of 1,306 randomly selected participants 18 to 64 from across the country.
