Long queues have been named the biggest turn-off for UK shoppers and could be costing retailers up to \u00a312bn a year in potential sales losses.\r\n\r\nAccording to research released by payments platform Adyen, paired with 451 Research\u2019s \u2018Global Unified Commerce Forecast\u2019, British retailers are struggling to keep up with increasing demand for improved customer experience in-store. \r\n\r\nThe research revealed that retailers have lost \u00a36.4bn to their competitors over the past 12 months due to long queues and \u00a35.6bn has been lost as customers spend less or leave a shop altogether.\r\n\r\nThe study also suggested that \u00a3422m had been lost as a result of retailers not offering customers\u2019 preferred payment method, and revealed that 34% of Brits preferred to shop online for \u201calmost everything\u201d.\r\n\r\nOf those, 38% cited waiting in long queues as the primary reason they don\u2019t like shopping in store, and 77% said anything longer than five minutes is too long to wait in a queue.\r\n\r\nThe research also polled senior decision-makers in the retail sector, and found that 20% said customers complained about waiting in queues while 21% said they found it difficult to keep up with rising customer expectations.\r\n\r\nMyles Dawson, UK managing director at Adyen, said: \u201cTechnology is constantly pushing the boundaries of how we shop, and customer expectations are changing fast. Successful retailers are adapting to meet these new demands, while those failing to evolve are suffering as headlines show us. \r\n\r\n\u201cThe real battleground is customer experience. And our survey shows that there are huge opportunities for retailers to differentiate themselves by addressing simple pain-points like queuing.\r\n\r\n\u201cRetailers need to harness the combined strength of their online and offline channels. This means connecting the two seamlessly, so customers can browse and make purchases in store or get all the information they need to make a purchase online or by mobile later. When it comes to finally closing that sale, customers should be able to pay quickly and easily, using their preferred payment method,\u201d Dawson added.