The Consumer Patience Study

How Fast is Fast Enough for Today’s Demanding Consumers?

I’ve been investigating speed as a competitive differentiator for more than a decade, digging into the topic in several of my published books.

But this national study of more than 1,900 consumers is my deepest dive yet into the critical correlation between speed and customer satisfaction, loyalty, purchase propensity, and more. 

You’ll discover a plethora of fascinating (and sometimes frightening) findings about just how important speed is for today’s customers. 

And, you’ll notice sharp contrasts between generations in what they expect from businesses.

Providing this study at no cost is part of my continuing desire to help companies and organizations focus on the highest impact and most meaningful components of customer experience.

Jay Baer

Consumer Patience Study Creator

Business Growth Expert

Hall of Fame Keynote Speaker

The Time to Win book

The new guide to customer experience and business growth

Key Findings

  • 2/3 of customers say SPEED is as important as PRICE

  • More than anything else, customers hate having to contact a business 2 or more times

  • Customers do not give business a “pandemic pass” for slowness

  • More than half of customers have hired the first business to respond, even if they were more expensive

  • 50% of customers are less likely to spend money if a business is slower than they expect

  • Gen Z is most likely to feel “respected” when a brand responds quickly

  • Half of all customers will not wait more than 3 minutes in a store

  • Baby Boomers are the LEAST patient generation. Gen Z is the MOST patient generation