In the last 3 months, where did you experience a virtual queue or a hold with a retailer? Select all that apply.
- Online checkout during high demand
- Customer support chat
- Store pickup or appointment scheduling
- Limited-release or product drop
- Phone support hold
- I haven't encountered any in the last 3 months
When was your most recent virtual queue or hold with a retailer?
About how many minutes did you wait in that most recent queue or hold?
Overall, how fair did that most recent queue or hold feel?
Thinking about that experience, how much do you agree with each statement?
Rank what should most influence queue order during high demand (top = most acceptable).
Which queue/hold policies feel fair to you when waits are long? Select all that apply.
- Show estimated wait time
- Show my exact position in line
- Offer a callback instead of waiting on hold
- Limit per-customer purchases
- Invite windows or time slots
- Cap queue length and temporarily close entry
- Automatic timeout after inactivity
- None of these feel fair
How did that queue/hold affect your trust in the retailer?
In the last 3 months, how did you respond when faced with a long queue or hold? Select all that apply.
- Waited and completed my task
- Switched to a different retailer
- Came back later
- Abandoned the purchase
- Used multiple devices or browser tabs
- Contacted support through another channel
- Gave up immediately
- Not applicable
Allocate 100 points across the aspects that most determine fairness for you.
Attention check: To confirm you are paying attention, please select only “I am paying attention.”
- I am paying attention
- I am not paying attention
Which gender do you identify with?
- Man
- Woman
- Non-binary
- Prefer not to say
Which region best describes where you live?
What is your highest level of education?
What is your current employment status?
What would make virtual queues and holds feel more fair to you?
Max 600 chars
AI Interview: 2 Follow-up Questions on retail queues and holds
Thank you for your time—your input will help retailers design fairer, clearer queues and holds.