confidential & proprietary copyright © 2007 the nielsen company consumer insights for ncr...

Confidential & Proprietary • Copyright © 2007 The Nielsen Company

Consumer Insights for NCR Corporation Pvt. Ltd - Omnibus Findings

A Report

May 2007

Confidential & ProprietaryCopyright © 2007 The Nielsen Company

Background

•NCR corporation Private limited would like to

understand the general trends among people with

respect to queuing and related areas

•Nielsen | Omnibus was chosen as a tool to help the

client gain a quick understanding on current trends in

this context


Research Design• TG– Working Men / Women

– SEC A/B

– 25-45 yrs

• Centres– Mumbai

– Delhi

– Kolkata

– Bangalore

– Chennai

• Sample Sizes – Male :250 per centre; Female:100 per centre• Purposive Sampling – quotas maintained by age, occupation &

SEC• Timing – April 07


Achieved Sample size

Men Women Total

Delhi 249 110 359

Mumbai 251 102 353

Kolkata 259 101 360

Bangalore 259 101 360

Chennai 250 100 350

Total 1268 514 1782


Detailed Findings


Base: All Respondents 1782

85%

15%

Yes

No

All Figs in %

• At an overall level, 85% of the respondents claim to have become less patient about queuing

Less patient about queuing


Base : All Respondents - Mumbai-353, Delhi-359, Chennai-350 All Figs in %

Mumbai

Yes96%

No4%

Delhi

Yes76%

No24%

• Some differences across Centres – Mumbai (96%) shows highest number of respondents who claim to be less patient about queuing followed by Chennai (94%).

• Both centres show higher scores than the ‘All’ level

Chennai

Yes94%

No6%


Base : All Respondents - Bangalore-360, Kolkata -360 All Figs in %

Bangalore

Yes80%

No20%

• Across centres , people are becoming less patient about having to spend time in queues

Kolkata

Yes82%

No18%


• At an overall level, 85% of the respondents claim to have become less patient about queuing

85

76

80

82

94

96

0 20 40 60 80 100 120

All-Metro

New Delhi

Bangalore

Kolkata

Chennai

Mumbai

% less patient in Queue

Base: All Respondents 1782Cities: Mumbai, New Delhi, Kolkata, Bangalore, Chennai

All Figs in %

ALL METRO CUMULATIVE


2%

42%

42%

3%11%

Less than 30 mins 30 mins to 1 hour 1-2 hours 2-3 hours More than 3 hours


• Close to 60% of the respondents spend more than 30 mins in queues in a typical week.

All Figs in %

Time spent in queues


(All Figs in %) All Delhi Mumbai Kolkata Bangalore Chennai

Base: All Respondents

1782 359 353 360 360 350

Less than 30minutes 42 52 32 49 49 26

Between 30 minutes and 1 hour

42 35 48 40 36 51

1-2 hours 11 9 16 10 11 12

2-3 hours 3 1 3 2 2 7

More than 3 hours 2 2 1 - 3 4

Avg time. (In Mins) 49 44 52 43 48 59

Time spent in queues

• Slight variations across centres for time spent in queues – In Delhi higher number respondents spend less than 30 minutes in the queue whereas for Mumbai and Chennai it is between 30 mins to 1 hour

• Average time for being in queues also higher for Mumbai and Chennai


4%

1%

34%

30%

27%

Bank

Ticketing counter

Bill Payment

Shopping Malls

Airports

• While queuing, respondents seem to face most problems at banks and ticketing counters, followed by bill payment counters

All Figs in %Base: All Respondents 1782Cities: Mumbai, New Delhi, Kolkata, Bangalore, Chennai

ALL METRO CUMULATIVEPlaces where most problems encountered




1782 359 353 360 360 350

Bank 34 46 37 29 34 25

Ticketing Counter 30 34 38 26 16 38

Bill payment 27 14 20 45 35 24

Airports 1 1 1 - - 5

Shopping Malls 4 5 4 1 6 3

Places where most problems encountered

• Delhi facing queue related problems in Banks , Kolkata in bill payment while Chennai faces higher problems in Ticketing counters


20%

60%

26%

22%

23%

Got really angry

Changed service provider

Cancelled/ Rescheduled important plan

Had an argument

Pushed in line

• Most common outcomes of standing in long queues is getting angry, followed by changing service provider , having to cancel or reschedule important plans

All Figs in %

ALL METRO CUMULATIVEReactions to being in queue for a long time





1782 359 353 360 360 350

Got really angry 60 55 39 77 54 77

Changed Service Provider

26 37 33 14 26 17

Cancelled/Rescheduled important plan

23 14 17 22 14 47

Had an argument 22 18 10 22 36 25

Pushed in line 20 26 9 11 27 25

Reactions to being in que for long time

• Getting angry with others is the most common outcome across centres


45%

48%

35%

46%

Create area withanother line

Offer self servicesolutions

Hire more workers

Display time for wait

• For most respondents creating an area with another line seems to be topmost solution, closely followed by self service solutions and service providers hiring more employees

All Figs in %

ALL METRO CUMULATIVESuggestions for reducing queuing related frustrations





1782 359 353 360 360 350

Create area with another line

48 50 30 42 45 76

Offer self service solutions

46 48 38 53 37 56

Hire more Workers 45 25 9 66 50 77

Display time for wait 35 45 30 16 42 44

• Mumbai is looking for self service solutions whereas Delhi is looking for more queues in another area• Kolkata, Bangalore and Chennai seem to look for more workers at the service location as a solution

Suggestions for reducing queuing related frustrations


22%

68%

61%

19%

ATM machines

Ticketing kiosks

Self check out kiosksat shopping malls

Self check in kiosks atairports

• ATM machines top the list of self service solutions desired by respondents followed by Ticketing Kiosks.

All Figs in %Base: All Respondents 1782Cities: Mumbai, New Delhi, Kolkata, Bangalore, Chennai

ALL METRO CUMULATIVEPreferred self service solutions




1782 359 353 360 360 350

ATM Machines 68 74 45 83 71 70

Ticketing kiosks 61 56 49 72 44 83

Self check out kiosks at shopping malls

22 24 8 7 31 41

Self check in kiosks at airports

19 26 5 11 18 34

• More ATMs preferred across centres for future• Chennai and Kolkata also looking for more Ticketing kiosks

Preferred self service solutions


Summary• Increasingly more respondents claim to have become less patient about being in queues

• Time spent in queues for close to 60% of the respondents is more than half an hour in a week. Average time

being 49 minutes.

• Banks, ticketing counters and bill payment centres are the main areas where most queuing related problems

are encountered

• Reactions to long waits in the queue include getting angry, changing service provider, canceling

appointments and getting into arguments

• Areas with multiple queues, self-service solutions, more employees at location of queues are the top 3

suggestions for reducing queuing related frustrations. Displaying wait time does not figure on the top. This

could be because this solution will not help in reducing wait time in queues.

• More than 60% respondents look forward to more ATM machines and Ticketing kiosks in the future as a self

service solution.


Appendix


Monthly Household Income(All Figs in %) All


Below Rs.5000 3

Rs.5001-8000 10

Rs.8001-10000 17

Rs.10001-15000 28

Rs.15001-20000 21

Rs.20001-25000 8

Rs.25001 + 12

Avg. (In Rs.) 14491.83


Base: All Respondents 1782 All Figs in %

Occupation & Education

7%

30%

28%

15%

20%

Shopowner

Business men/ Industrialist

Self employed - Professional Clerical / Salesman / Supervisory level

Executives

Occupation

8%

55%

2%

24%

11%

Some School

SSC / HSC

Some College but not Graduate Graduate/Post-Graduate - General

Graduate/Post-Graduate - Professional

Education


Base: All Respondents 1782 All Figs in %

Marital status & Family structure

74%

26%

Married Single

Marital Status

17% 2%

54%

27%

Nuclear family

Nuclear family with elders

Joint family

Single person

Family Structure

confidential & proprietary copyright © 2007 the nielsen company consumer insights for ncr...

Documents