SOURCE: TOA Technologies

TOA Technologies

October 05, 2010 06:30 ET

What Is the Cost of Waiting? New Survey Finds 21% of Waiting Germans Lost Wages in Past Year

TOA Technologies' 2010 Cost of Waiting Survey Reveals Frustrated Consumers and Millions in Lost Business Revenues

MUNICH, GERMANY--(Marketwire - October 5, 2010) -  Being forced to wait for hours at home for a service or delivery appointment is a frustrating experience for today's busy consumer, and it is also an expensive one. TOA Technologies, a software company uniquely focused on putting an end to waiting without knowing, conducted its annual Cost of Waiting Survey and Report for the first time in Germany to shed new light on the economic impact of waiting for in-home appointments. The report, published today, found 49% of German adults have waited for utilities, cable/satellite TV, Internet, retail home deliveries and other services in the past year. On average, those who wait do so more than 4 times per year, with an average wait of 4.8 hours per appointment. Respondents estimate the time they lose to waiting is worth a perceived 814 Euro ($1,035) annually. The complete report can be found by visiting

TOA's 2010 Cost of Waiting Survey puts a surprising consumer price tag on waiting at home for a delivery, a repair service or a technician -- customers spend a lot more than what is on their bill:

  • More than 1 in 5 (21%) of Germans who had to wait in the last 12 months have lost wages waiting for an appointment in the past year.
  • 43% have wasted a vacation day waiting for a service call or delivery.
  • 57% cancelled or rescheduled personal plans to wait for an appointment.
  • On average, companies made Germans wait twice as long for an appointment as the respondents expected.

Customers are not the only ones who suffer from waiting at home for an appointment. Businesses are also losing money and hurting their reputations by making people wait. The survey results show the narrow window German companies have to keep customers happy. Customer satisfaction halves from 61% when on time to 31% when service or delivery companies are just 15 minutes late. The Cost of Waiting Survey also found that:

  • 55% of respondents switched companies as a direct result of waiting for their appointment.
  • 624 Euros (approx. $792) = annual business loss when one person canceled or switched service providers because of poor customer service and long wait times (based on respondent estimates).
  • 23% of Germans who had to wait chose to switch to a competing company due to long wait times.
  • More than 42% of respondents complained to friends about their experience.
  • 52% of waiting Germans contacted customer service to complain about their experience.

"The results of the survey show that waiting for an in-home service or delivery is a costly proposition for both consumers and businesses. Based on the survey's findings, German adults collectively wasted millions of hours waiting in the past year. Companies that ignore the reality of consumer's time lost and the frustration that comes with waiting do so at their own risk," said Richard Alden, President of TOA Technologies Europe. "There's been a long-standing business assumption that customer service improvements are a non-value expense, but the opposite is actually true. Investments in solutions like TOA's ETAdirect help reduce wait windows to improve customer service, while lowering operational costs, creating an important competitive edge for service providers."

Additional findings of interest

Consumer attitudes:

  • Nearly 1 in 3 (31%) respondents felt wait times were unreasonably long.
  • 20% of those that had to wait in the past year have rescheduled their appointment, 52% contacted customer service to complain about the waiting experience
  • 15% of waiting Germans have cancelled or refused a delivery/service.
  • 58% respondents blame the company when an appointment is late.
  • For 73% of respondents, their good opinion of a company heavily depends on appointments occurring on time.
  • 76% would recommend a company if they arrive when scheduled.
  • 58% of respondents view on-time arrival as the most important customer service improvement companies can make.

Demographic differences:

  • Respondents earning less than 25.000 Euros were hit the hardest by the waiting time imposed on them: More than 1 in 4 (26%) in this wage group lost wages compared to 21% overall.
  • At 44 Euros, men value their time considerably higher than women, who perceive one hour of their time to be worth 36.90 Euros on average.
  • Respondents from the states in Eastern Germany think one hour of their time is worth 34.70 Euros compared to Southern Germany's estimate of 46 Euros.

Additional information
For a full report of the survey results from Germany, the US and the UK, as well as TOA's 2010 Cost of Waiting media kit, please visit:

About TOA's Annual Cost of Waiting Survey:
On behalf of TOA Technologies, Vision Critical interviewed 1009 US adults, 1008 British adults and 1008 German adults, in detail, who had said they waited for at least one service or delivery appointment in the preceding 12 months. The interviews were conducted August 13th to August 23rd, 2010 online amongst members of the SpringboardAmerica, SpringboardUK and German partner panels, who were actively sampled to be representative of the wider adult population using a quota method. The full dataset for the US and UK (including those who did not qualify) have also been statistically weighted according to the most current Census data for gender, age and region. In the US the data has also been weighted by education, and in the UK social grade to ensure accurate representation of population in those markets. The margin of error is ±3.1%, 19 times out of 20. Discrepancies in or between totals are due to rounding. TOA conducted its first Cost of Waiting Survey in 2009.

About TOA Technologies
TOA Technologies is the leading provider of Cloud-based mobile workforce management applications for large and medium-sized enterprises. TOA's patented platform improves customer service while dramatically reducing operational costs and delivering immediate return on investment. As the industry's only complete on-demand solution using predictive, time-based analytics, TOA reduces customer wait times while increasing field workforce efficiency. TOA's system deploys quickly, is highly configurable and is easily integrated with existing CRM solutions. Named Best of Breed and Visionary solution in Gartner's 2010 Magic Quadrant for Field Service Management, TOA Technologies is headquartered in the United States and has offices in Europe and Latin America. For additional information please visit

Contact Information

  • Media contact:
    Annette Wiedemann
    Atomic PR for TOA Technologies
    +49 89 / 96 01 34 88
    Email Contact