Le 23 avril 2019 par Magazine En-Contact
… 13 years to assist a Vienna Philharmonic Orchestra concert
… 28 months for the delivery of an Aston Martin DBS
… 1 year to get an appointment with an ophthalmologist in Picardie
… less than you think: the average estimated waiting time is 36% more than the actual experienced wait time
… 1 minute 49seconds to pick up or drop off a parcel at La Poste – compared to 9 minutes in 2006
…7 minutes to collect your hold baggage at Houston airport … now 6 if you take the travelator
… 13 days, on average for a French company, this is how late they are paid by its customers, which equates to 1 billion euros in cash, and explains a quarter of bankruptcies.
… 1 hour and 8 minutes, this was found as the maximum time taken in 2012 to reach the customer service of Easyjet in England, on a premium rate number, resulting in a cost of £94.
The consumer and citizen spends their life waiting …
Total annual hours spent by Americans in queues: 35 billion
Total annual hours spent by the English navigating the tax authorities’ voice servers: 4.3 million
Average annual total hours spent by a French person trying to reach customer services: 28 hours or 4 business days
Queuing can be a « lost » time, but not for everyone…
Annual revenue from the sale of products arranged in front of cash lines in the USA: $ 5.5 billion
… but those lines can be costly
The two main complaints of customers in store: wanting fast payments (71%) and less waiting (67%). If disappointed by these points, they are 30% more likely to change the store they shop at.
Contre toute attente, by Manuel Jacquinet and Frédéric Durand, Malpaso editions.
Study conducted by Coleman Parks on behalf of Epson Europe, 2016;
Operations Research Center, Massachussets Institute of Technology, 2014;
Study conducted by the professional magazine En-Contact and the press agency Radio Caroline Media, 2014;