Indians just can146;t wait in a queue, finds survey

The serpentine queues outside ATM machines certainly don8217;t go down too well with the average Indian. According to the 8220;Queue Frustration8221;...

The serpentine queues outside ATM machines certainly don8217;t go down too well with the average Indian. According to the 8220;Queue Frustration8221; survey commissioned by NCR Corporation and conducted by ACNielsen, 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 8220;bank8221; queues as the single biggest queue problem at 34 per cent, followed by 8220;ticketing8221; queues at 30 per cent and 8220;bill payment8221; 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 8220;Queue Frustration8221; survey indicates that consumers usually want businesses to create 8220;an area with another line8221; 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.

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The NCR 8216;Queue Frustration8217; 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 8220;wait time8221; displayed.

Forty-eight per cent respondents suggested that 8220;additional lines8221; might be the solution to queue

frustration.