In-store wait times have surged 61% since 2022
Waiting in long lines is driving customers away from businesses — especially retail.
Retail tops the list of industries where customers spend the most time waiting in line for the third consecutive year, according to a survey from Waitwhile, a cloud-based solution for customizable queue management and appointment scheduling. Waiting is four times more common in retail than in any other industry, beating out restaurants, pharmacies and banks combined. The study found that wait times in retail have surged 61% since 2022 and 22% since 2023.
Waiting in lines remains a significant barrier to customer satisfaction and loyalty, with frustration levels increasing by 126% over last year. Eighty-percent of consumers actively avoid businesses with lines, and nearly 40% of those customers either choose a competitor or abandon their purchase altogether. More than four-in-10 (43%) consumers report lower satisfaction with businesses reliant on waiting in lines.
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Among those who change their plans due to waiting in line, more than 60% will eventually return to the business, either in person or online, to complete their purchase or service. However, nearly 40% will go to a competitor or abandon their purchase altogether to avoid the inconvenience of waiting.
"The data is clear: time is one of the most valuable assets to today’s customers, and technology has reshaped our expectations for instant gratification," said Christoffer Klemming, CEO and co-founder of Waitwhile. "To stay competitive, brands must prioritize creating meaningful in-person experiences and delivering superior service. By embracing solutions like virtual queues and appointment scheduling, companies can meet rising demands for speed and convenience, transforming waiting into a moment of engagement that fosters loyalty and drives business growth."
Long lines are fueling consumers' demand for alternatives. More than half (52%) of consumers prefer virtual queues, and 54% are willing to wait longer in a virtual queue than in a physical one. More than 40% of consumers continue shopping or browsing while waiting in a virtual queue, which Waitwhile says turns idle time into sales opportunities.
“Even as overall consumer frustration with waiting doubled year-over-year, virtual queues help reduce the discomfort associated with physical lines,” said Waitwhile. “However, managing virtual experiences effectively is essential, as consumers report feeling slightly more impatient with virtual wait times this year compared to last.”
