Amazed it is just a third. Maybe most of the other two thirds never approached them in the first place.
I can understand someone in a desperate hurry hoping to save time, but time was when a customer was valued and service given was unquestioned, now it's a case of "we don't give a damn, sort it yourself and be thankful we sometimes stock the shelves". Followed often by an implied, "Are you too think to use these, rather that wait for service, let me show you how".