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Five-minute queue is ‘too long’ for 75% of UK shoppers

Three-quarters of UK shoppers said being asked to wait in a queue for five minutes is too much to bear, a new report by payments company Worldpay has found.

Worldpay found that consumers are becoming increasingly impatient driven by the convenience of online shopping, based on an online survey of 2,500 UK shoppers.

Shoppers in London had the lowest tolerance for waiting in a queue: just 18% were prepared to wait for more than five minutes, compared with 28% in the north of England who said they would wait for that time before abandoning a purchase.

The survey found that men tend to have a lower patience threshold than women: 25% of women were prepared to queue for longer than five minutes compared with 17% of men.

“In a world where consumers can browse, buy and arrange receipt of goods at the touch of a button from their smartphone, the idea of waiting in line is increasingly at odds with the type of experience shoppers now expect from high street retailers,” said James Frost, UK chief marketing officer at Worldpay.

Respondents said they wanted retailers to offer more technology in stores – for example, 76% wanted the ability to scan an item and pay with their phones.


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