The serpentine queues outside ATM machines certainly don’t go down too well with the average Indian. According to the “Queue Frustration” survey commissioned by NCR Corporation and conducted by AC Nielsen, 85 per cent of the population is impatient about queuing.
Mumbai tops the list with 96 per cent of Mumbaikars feeling uncomfortable in the queue, closely followed by Chennai at 94 per cent.
The survey identifies “bank” queues as the single biggest queue problem at 34 per cent, followed by “ticketing” queues at 30 per cent and “bill payment” queues at 27 per cent.
The survey covered 1,782 working men and women in the 25-45 years age group across major cities of India, including Mumbai, Delhi, Kolkata, Chennai and Bangalore.
The proportion of exasperated Indians, who have switched to service providers who offer better self-service solutions, is pegged at 26 per cent.
The NCR “Queue Frustration” survey indicates that consumers usually want businesses to create “an area with another line” as a way to reduce the time they need to wait.
It also points out that strategic integration of self-service solutions, with smarter staff deployment, can be an option to reduce queues and improve overall service.
The NCR ‘Queue Frustration’ survey shows that the effect of waiting in queues goes much beyond just mental frustration. Sixty per cent of respondents got really angry, 23 per cent admit having cancelled or rescheduled important business plans, 22 per cent have had arguments, and 20 per cent have actually pushed others in line as a result of queue frustration.
Twenty-six per cent of respondents in India have switched to service providers offering better self-service solutions. As a counter-measure to queue frustration, 46 per cent of all Indian respondents suggested more self service solutions and 45 per cent wanted more workers. Thirty-five per cent think that situation would be better in case they get the “wait time” displayed.
Forty-eight per cent respondents suggested that “additional lines” might be the solution to queue frustration.
http://www.financialexpress.com/latest_full_story.php?content_id=167560
Mumbai tops the list with 96 per cent of Mumbaikars feeling uncomfortable in the queue, closely followed by Chennai at 94 per cent.
The survey identifies “bank” queues as the single biggest queue problem at 34 per cent, followed by “ticketing” queues at 30 per cent and “bill payment” queues at 27 per cent.
The survey covered 1,782 working men and women in the 25-45 years age group across major cities of India, including Mumbai, Delhi, Kolkata, Chennai and Bangalore.
The proportion of exasperated Indians, who have switched to service providers who offer better self-service solutions, is pegged at 26 per cent.
The NCR “Queue Frustration” survey indicates that consumers usually want businesses to create “an area with another line” as a way to reduce the time they need to wait.
It also points out that strategic integration of self-service solutions, with smarter staff deployment, can be an option to reduce queues and improve overall service.
The NCR ‘Queue Frustration’ survey shows that the effect of waiting in queues goes much beyond just mental frustration. Sixty per cent of respondents got really angry, 23 per cent admit having cancelled or rescheduled important business plans, 22 per cent have had arguments, and 20 per cent have actually pushed others in line as a result of queue frustration.
Twenty-six per cent of respondents in India have switched to service providers offering better self-service solutions. As a counter-measure to queue frustration, 46 per cent of all Indian respondents suggested more self service solutions and 45 per cent wanted more workers. Thirty-five per cent think that situation would be better in case they get the “wait time” displayed.
Forty-eight per cent respondents suggested that “additional lines” might be the solution to queue frustration.
http://www.financialexpress.com/latest_full_story.php?content_id=167560