A record number of Canucks are abandoning their shopping carts, delaying purchases and even leaving stores and restaurants out of frustration over long wait times, according to a study released Wednesday.

The Maritz Research survey, which looks at customer wait times, found 86 per cent of Canadians have left a store after waiting too long for service.

The survey, which polled 1,300 people between the ages of 18 to 64 across Canada, shows that:

  • Nearly 70 per cent of respondents would tell others about their negative retail experiences.
  • Seventy-eight per cent of those who have walked out because of wait times said it happened in a department store.
  • Sixty-four per cent had left a public transit outlet after waiting too long, followed by fast-food restaurants (64 per cent) and convenience stores (54 per cent).
  • Those who walked out because of long lines in banks or medical institutions - places long renowned for delays - only happened 54 and 50 per cent of the time, respectively.
  • And only 40 per cent of walkouts happened in a grocery store.

The research also shows customer expectations about wait times were strongly influenced by what each individual retailer's attitude towards the way they treat clients.

Word spreads fast

Study authors found a strong "ripple effect" in the research. Consumers who experienced negative service were less likely to spend money in that store again and were more likely to share their experience through word-of-mouth.

Study authors say the implications for retailers are obvious: In a slowing economy, businesses need to remember that customer is king.

"Competition for most retailers is plentiful. Customers who are leaving stores due to long wait time have other options," said Rob Daniel, Maritz Research president.

"Enhancing the customer experience is the best way for most retailers to set themselves apart and retain customers."

Still waiting

Most consumers polled considered eight minutes a reasonable wait time in somewhere like a grocery store, but they would consider leaving after 15 minutes.

People also felt there were factors that could influence the amount of time they were willing to wait.

Eighty-two per cent of those polled said they would increase their wait time if they felt compassion or apologies were offered for the wait. Another 67 per cent said they would wait longer if they were given an update on their status.

The online poll was conducted in August 2008.