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Consumer Insights for NCR Corporation Pvt. Ltd - Omnibus Findings
A Report
May 2007
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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
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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
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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
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Detailed Findings
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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
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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%
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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%
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• 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
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2%
42%
42%
3%11%
Less than 30 mins 30 mins to 1 hour 1-2 hours 2-3 hours More than 3 hours
Base: All Respondents 1782
• Close to 60% of the respondents spend more than 30 mins in queues in a typical week.
All Figs in %
Time spent in queues
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(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
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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
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(All Figs in %) All Delhi Mumbai Kolkata Bangalore Chennai
Base: All Respondents
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
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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
Base: All Respondents 1782Cities: Mumbai, New Delhi, Kolkata, Bangalore, Chennai
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(All Figs in %) All Delhi Mumbai Kolkata Bangalore Chennai
Base: All Respondents
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
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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
Base: All Respondents 1782Cities: Mumbai, New Delhi, Kolkata, Bangalore, Chennai
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(All Figs in %) All Delhi Mumbai Kolkata Bangalore Chennai
Base: All Respondents
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
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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
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(All Figs in %) All Delhi Mumbai Kolkata Bangalore Chennai
Base: All Respondents
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
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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.
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Appendix
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Monthly Household Income(All Figs in %) All
Base: All Respondents 1782
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
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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
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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
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