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 store 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 Office 5 Grocery supermarket Grocery convenience 4 Liquor store Fast Food 3 Pharmacy Bus Station 2 Train Station Clothing 1 Department store 0 2012 Dissatisfied Customers (%) 60 50 Bank 40 PosPost t Office Grocery supermarket Grocery convenience 30 Liquor store Fast Food Pharmacy 20 Bus Station Train Station Clothing 10 Department store 0 2012 Mean Queue time (mins) 25 Belgium Bulgaria 20 Croatia Cyprus Czech Rep. 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 Rep. Estonia 6 Finland France Germany 5 Greece Hungary 4 Italy Lat via 3 Lit huania Macedonia M orocco 2 Poland Port ugal 1 Romania Russia 0 Spain Sweden 2012 UK Apologies Given (%) 60 Belgium 50 Bulgaria Croatia Cyprus Czech Rep. 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.