According to the research, 73% of Australian shoppers are choosing to desert their shopping trolleys and leave a store due to long lines. Nearly $12.5b potential sales were lost over the last year, according to new research from Adyen.
The research also showed that 51% of respondents would choose a specific business if it meant they did not have to wait in line and 30% did not use brick-and-mortar stores to avoid unnecessary queues. In terms of wait times, 31% said that 5 minutes was too long to wait in line and 65% argued 10 minutes was too long.
Michael van Aalten, Adyen country manager in Australia and New Zealand, says the research shows the need for businesses to give customers a better shopping experience. "The brick-and-mortar storefront still shares a high relevance in Australia, but the environment has changed dramatically. We can see that most consumers crave a shopping experience that is fast and easy and long queues in stores represent a significant barrier to meeting this basic demand."
This is a call for businesses to upgrade their POS if they want their customers to avoid the unnecessary queue, lose potential sales to their competitors and get left behind in the industry. Australian customers crave a shopping experience that is fast and easy and long queues in stores represent a significant barrier to meeting this basic demand.
Moreover, retailers must move beyond multi-channel strategies and towards unified commerce solutions that allow multiple sales channels to operate seamlessly. A fast and frictionless customer journey is the only way to win market share.
In today’s fast-paced living, long queues have no place for survival.
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