Consumer Frustration with Lines Increases, Impacting Business Loyalty

Waitwhile's latest study, "State of Waiting in Line 2024," reveals the growing impact of customer service expectations on business performance and loyalty. As customer expectations for speed and convenience rise, the study shows physical queues as a significant barrier to satisfaction, with frustration levels increasing by 126% year-over-year.

According to the report, 80% of consumers avoid businesses with lines, with nearly 40% opting for competitors or abandoning their purchase. Retail experiences the longest wait times, with a 61% increase since 2022, leading to dissatisfaction and lost revenue.

To address these issues, Waitwhile's CEO suggests adopting virtual queues and appointment scheduling. This approach could turn waiting into engaging experiences, fostering customer loyalty and business growth.