Nearly three quarters of UK shoppers who face queues at pay points would rather leave the shop than wait in line, according to a report from research house Kronos.
The report claims that retailers are consistently failing to deliver the level of service that shoppers expect. Issues such as out-of-stock products and changing store layouts also contribute to a poor retail experience, it found.
Kronos operations director, EMEA, Simon Macpherson said: “What frustrates people is when they are in a queue and they can see that other checkouts are not open; it’s OK having a long queue when all the checkouts are open.”
69 per cent of respondents said more checkout staff at busy times would improve their experience.
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