Customers Frustrated With Checkout Lines

Zynstra study finds 15% of customers will leave a store after only a minute of waiting in line.

February 03, 2020

ALEXANDRIA, Va.—An online study by Zynstra found that customers are frustrated with lines and crave faster, more efficient service.

In the survey of 1,000 shoppers, 15% of respondents said they will abandon a non-essential purchase after just one minute of waiting in line, with nearly half of these shoppers leaving after only 30 seconds. Because of this, 61% of shoppers said an available self-checkout option would change their decision to abandon a purchase due to a long line at the checkout.

“The younger demographic clearly represents an attractive opportunity to drive growth in the c-store market, however it’s important to take note [that] they require faster checkout and omnichannel innovations in the store,” said Nick East, CEO and founder of Zynstra. He said many retailers don’t have the infrastructure in place to support technological advancements, despite their drive to implement new digital options.

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