We all like prompt service. We are really happy when the queue at the cash desk is one person and this person has only a few items. However, when the queue is up to ten people, we are resentful and even consider abandoning all merchandise and staging a walkout.
What do men and women think about queues? Are there gender-related attitudes towards service? 4Service experts studied this issue and conducted an opinion poll among customers of grocery supermarkets in Kazakhstan, Russia, and Ukraine.
Women turned out to be more patient than men. Women tend to wait up to 5 minutes for their turn at a cash desk 2% more often (compare 59% of men and 61% of women). A quarter of male shoppers are not at all ready to wait their turn at a cash desk for more than 2 minutes, whereas among women this number is a bit less – 21%. More women are willing to stand in a queue for up to 10 minutes – 17% against 14% of men. And among people willing to spend more than 10 minutes in a queue at a cash desk – only 1% more male respondents. It is worth noting that there are few shoppers of this kind: only 2% of men and 1% of women.
A queue is… Shoppers can perceive a queue at a cash desk differently; some of them see a queue as two people, others – at least five people before them.
As the research findings show, women are more demanding towards queues. 37.5% of female shoppers say that more than two people before them at a cash desk represent a queue. 31% of male shoppers share this view. According to the majority of supermarket customers (44% of men and 39.5% of women), a queue is more than three people before them. 25% и 23% of women and men correspondingly consider that a queue is more than four people before them.
In September 2014, 4Service company conducted this opinion poll among customers of grocery supermarkets in Ukraine, Russia, and Kazakhstan. 1364 people took part in the poll. Sampling was weighted according to gender and age.