More Than 60 per cent Estimate in a Typical Week, They Waste Anywhere
from 30 Minutes to over Four Hours in Queues
MISSISSAUGA, ONTARIO, April 26 /CNW/ - Leisure time has become line-up
time for many Canadians as they juggle increasingly busy lifestyles. And a new
survey reveals just how frustrating line-ups are for today's time-starved
According to the just-released study conducted for NCR Corporation
(NYSE: NCR) by Ipsos Reid, 84 per cent of those surveyed say "Canadians are
becoming less patient about lining up". In separate NCR surveys conducted with
other research firms, a similar question was posed to consumers in Europe and
Australia. The results show that Canadians' frustration about queuing is the
highest, followed by consumers in France (82 per cent), Australia (81 per
cent), Spain (80 per cent), Italy (77 per cent), Germany (76 per cent) and the
United Kingdom (66 per cent) who believe people in their country are becoming
less patient about queuing.
The NCR study reveals that when consumers were specifically asked what
frustrates them about waiting line, a large majority of Canadians point to the
"lack of staff to assist you" (87 per cent). Canadians also indicate that they
feel they are "wasting time" (86 per cent) while in line, and over half (52
per cent) say they are frustrated at "not being able to serve yourself".
This aggravation around queuing is not surprising given that 62 per cent
of Canadians estimate that in a typical week, they waste anywhere from 30
minutes to more than four hours in line-ups. And where are these long queues?
Canadians say the worst line-ups occur when "registering at a clinic or
hospital" (70 per cent) or "at the checkout in retail stores" (69 per cent).
Beyond identifying the health-care setting and the retail sector as problem
areas, Canadians also say the worst line-ups can be found:
-- at the airport check-in (54 per cent)
-- at the bank (52 per cent)
-- registering a car or renewing their driver's license (46 per cent)
-- ordering fast food (39 per cent)
-- purchasing lottery tickets/checking ticket numbers at a convenience
store (19 per cent)
-- at the hotel check-in (14 per cent).
British Columbians are the most likely to say the "post office" (41 per
cent) is where they encounter the worst line-ups. Ontarians (20 per cent) are
the least likely to say this.
"It is clear from this research that Canadians regard line-ups as a
significant cause of frustration across a broad range of everyday activities
and industries," said Kent Porter, Canadian director of self-service for NCR
Corporation. "As a result, they are adopting a variety of skills to help cope
with the frustration."
According to the survey, eavesdropping seems to be a favourite pastime
with 79 per cent indicating they have listened to the conversations of other
people in line, while 47 per cent have read and 36 per cent have phoned
someone or sworn.
But there might also be an upside to the time spent lining up. The
research indicates that 13 per cent of all Canadians surveyed claim to have
"gotten a date" while in the queue. For Quebecers, that figure jumps to close
to four in 10 (39 per cent).
Despite finding romance while in line, the overall negative impact of
queues and wait times may also be taking their toll on businesses.
Seventy-five per cent of Canadians surveyed say they have walked away from the
line because of the wait time, and 45 per cent have vowed never to return.
When asked how organizations could reduce line-ups and line frustrations,
Canadians suggest "employing more staff" (94 per cent) and "offering
self-service technology" (82 per cent). With self-checkout technology, for
example, retailers can redeploy staff from the checkout lane on to the store
floor where they can offer more personalized service to customers.
"This NCR survey illustrates Canadians' widespread expectation that
organizations should tackle the problem of queuing through more staff and by
implementing self-service," said Porter. "In today's 'always-on' society,
self-service is emerging as the new essential convenience, much like the
Internet and the cell phone. Fortunately, more retail, financial services,
travel, health-care and government organizations are using self-service
technology to reduce line-ups and increase customer satisfaction."
So what do Canadians believe is the best queue buster? The automated
teller machine (37 per cent) followed by the Internet (31 per cent). In
Alberta and Ontario, 28 per cent and 26 per cent respectively are the most
likely to point to "self-checkout" as the best line-up busting invention.
NCR is the global leader in retail self-checkout, interactive kiosks,
automated teller machines and other self-service technologies, such as airline
and hotel self-check-in.
About NCR Corporation
NCR Corporation (NYSE: NCR) is a leading global technology company
helping businesses build stronger relationships with their customers. NCR's
Teradata(R) data warehouses, ATMs, retail systems, self-service solutions and
IT services provide Relationship Technology(TM) that maximizes the value of
customer interactions and helps organizations create a stronger competitive
position. Based in Dayton, Ohio, NCR (www.ncr.com) employs approximately
28,900 people worldwide.
NCR and Teradata are trademarks or registered trademarks of NCR
Corporation in the United States and other countries.
(a) About the survey:
These are the findings of an Ipsos Reid/NCR poll conducted from January
4-8t, 2007. For the survey, a representative sample of 1336 adult Canadians
was interviewed via an online survey vehicle. With a sample of this size, the
results are considered accurate to within +/-2.7 percentage points, 19 times
out of 20, of what they would have been had the entire adult Canadian
population been polled. The margin of error will be larger within regions and
for other sub-groupings of the survey population.
For further information:
For further information: NCR Corporation - Canada Lorraine Willson,