Survey Ranks Retail Lines Second Worst Waiting Experience

ATLANTA -- Waiting to make purchases at retail outlets is the second most frustrating waiting experience for Americans, closely following waiting in line at local motor vehicles offices, according to a new survey. Ranking third, fourth and fifth on the list were registering at clinics or hospitals; checking in for airline flights at airports; and ordering at fast-food restaurants or deli counters. The survey, conducted for NCR here by Opinion Research Corp., also found that 39% of consumers are willing to use self-service alternatives to help reduce their wait times. "Clearly, Americans want more control over their lives, and that includes being able to reduce the time they spend in nonproductive activities such as waiting in lines," said Mike Webster, vice president, self-service solutions division at NCR.