![]() ![]() Waiting in line is most common at retail stores, restaurants, and pharmacies People are willing to wait longer in a virtual line than a physical line.Though most people recently waited on premises in a physical line, the vast majority would prefer a virtual line if given the choice.Waiting in physical lines is most commonly associated with negative emotions. People who don’t mind waiting are in the minority.Waiting in line is most common in retail establishments, restaurants, and pharmacies.The survey was conducted online via SurveyMonkey in April 2022 and included 1202 respondents, balanced across gender and geography. The analysis in this report was compiled using responses to a Waitwhile survey of consumers in the United States aged 18+. to see how long people are willing to wait and whether a tech revamp of queueing can relieve some of their pain. ![]() To assess the potential impact of virtual queues on the “torture” of waiting in line, Waitwhile surveyed over 1200 consumers in the U.S. A virtual line replaces the physical queue, allowing consumers to wait from anywhere and receive status updates and communications via their personal devices. To tackle the problem of long lines and human impatience, innovative companies are turning to virtual queues, using technology to reduce wait times, give people flexibility, and make waiting feel like not waiting at all. Technology is teaching us to expect instant gratification, but the physical world rarely works that way. A 2015 Microsoft study found that the average human attention span clocked in at 8 seconds – a full second shorter than that of a goldfish. Yet, people are becoming far less patient than before. Restarting life as we knew it has proven more challenging than expected, and as a result consumers have become accustomed to longer waits everywhere. For over 2 years, we’ve been living through a pandemic that has disentangled virtually every aspect of our lives. Waiting in line has been called a “ timeless form of torture.” In the US alone, Americans spend roughly 37 billion hours each year waiting in line.Īnd the problem with wait times has only gotten worse. This post summarizes the findings from Waitwhile’s The State of Waiting in Line (2022), a study that explored how frequently consumers are waiting in line, how they feel about waiting, and how brands can improve their customer experience when customers have to wait. ![]()
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