High street retailers risk losing queue hating UK shoppers
73% of UK shoppers have left retail stores feeling frustrated about their experience, according to research from VoCoVo.
18% feel frustrated at least once a week and 48% at least once a month, with key factors including queueing, quality of service and stock availability.
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VoCoVo surveyed 4,024 UK and US shoppers.
Avoiding queues is one reason why a quarter of Brits choose to shop online, second only to convenience (30%). This compares to just 9% of Americans who cited avoiding queues as a reason for purchasing online.
33% of those surveyed said they would leave a store if they hadn’t been served within five minutes, and 7% would walk out after only two minutes. A third want their whole in-store experience to be under 10 minutes.
We still believe
It’s not all doom and gloom for the high street, however, as 56% of UK respondents have no plans to stop shopping in-store.
“The British have long been famous for their love of queuing. However, the reality is we are an impatient nation,” says Martyn Jones, CCO, VoCoVo.
“The rise of online shopping means customers expect a fast and frictionless shopping experience both in-store and online, and if not, they’ll get frustrated and leave.”
“It’s clear that shoppers still believe in the future of the high street, but retailers that are unable to adapt risk losing valuable footfall.”
UK shoppers are taking frustrations out on retail staff with one fifth admitting to shouting at them. Covid-19 has exacerbated irritations with 92% of Brits having frustrations with in-store shopping since the pandemic.
Lack of social distancing by other shoppers is the top frustration, cited by 45% of people. 39% would leave a store if they saw retail staff or other shoppers not social distancing with 14% saying they would never return.
34% of Brits have already changed stores since the pandemic began with 24% saying this was due to queues inside and outside. 24% also listed queues at checkouts as a top frustration since the pandemic, compared to only 12% of Americans.
Despite frustrations, a third of Brits think the key to improving customer service lies in staff, with only 5% believing employees don’t improve the in-store shopping experience.
In fact, a fifth still prefer interaction with staff members over a fully automated shopping experience. However, a mixture is seen as the desired approach, favoured by 54%.
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