MSPA QUEUE SURVEY 2012 The MSPA Queue Survey was conducted in the Spring of 2012 by member agencies of MSPA Europe.

2781 completed assessments were accepted for analysis . Mean Queue Length (customer groups)

5 4.75 454.5 4284.28 4 3.52 3.5 3.41 3

2.5 2

1.5 1

0.5 0 2005 2008 2010 2012 Mean Queue Time (mins)

12

10.0 10 8.9 8

6 545.4 545.4

4

2

0 2005 2008 2010 2012 Could staff have acted to reduce queue?

100 90 80 70 58 60 55 51 53 50 40

30 20

10 0 2005 2008 2010 2012 Did staff act to reduce queue?

100 90 80 70 60

50 40

30 20 17 15 14 11 10 0 2005 2008 2010 2012 Proportion of those who ‘could’, ‘did’.

50 45 40 35 31 30 26 26 25 22 20

15 10

5 0 2005 2008 2010 2012 Proportion of Customers appearing dissatisfied

50 45 40 35 31 30 30

25 21 20 17 15 10

5 0 2005 2008 2010 2012 Proportion of Staff who Apologised for the Delay

30

25

20

15 12

10 9 7 5 N/A 0 2005 2008 2010 2012 Mean Queue Time (mins)

18

16

14 Bank 12 PtOffiPost Office Grocery supermarket 10 Grocery convenience Liquor storestore 8 Fast Food 6 Pharmacy Bus Station 4 Train Station Clothing 2 Department store 0 2012 Mean Queue Length (customer groups)

8

7

6 Bank PosPost t OfficeOffice 5 Grocery supermarket Grocery convenience 4 Liquor store Fast Food 3 Pharmacy Bus Station 2 Train StationStation Clothing 1 Department store

0 2012 Dissatisfied Customers (%)

60

50

Bank 40 PosPost t OfficeOffice Grocery supermarket Grocery convenience 30 Liquor store Fast Food Pharmacy 20 Bus Station Train StationStation Clothing 10 Department store

0 2012 Mean Queue time (mins)

25

Belgium Bulgaria 20 Croatia Cyprus Czech Re p . Estonia 15 Finland France Germany Greece Hungary 10 Italy Lat via Lit huania Macedonia M orocco 5 Poland Port ugal Romania Russia 0 Spain Sweden 2012 UK Mean Queue length (customer groups)

10

9 Belgium Bulgaria 8 Croatia Cyprus 7 Czech Re p . Estonia 6 Finland France Germany 5 Greece Hungary 4 Italy Lat via 3 Lit huania Macedonia 2 M orocco Poland Port ugal 1 Romania Russia 0 Spain Sweden 2012 UK Apologies Given (%)

60

Belgium 50 Bulgaria Croatia Cyprus Czech Re p . Estonia 40 Finland France Germany Greece 30 Hungary Italy Lat via Lit huania 20 Macedonia M orocco Poland Port ugal 10 Romania Russia Spain Sweden 0 UK