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Brits waste 10 hours a year in phone queues, study finds

30th Apr 2013
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Known for their love of queuing, new research has revealed that the stereotype is in fact true as Brits spend more than 10 hours a year waiting on the phone for service.

That’s contributes to a total 403,000 years spent waiting each year, according to new findings from KANA

Kenny Bain, SVP and GM for KANA, said: “The British are famously stoical about queuing, but the question we need to ask in an age of sophisticated technology is ‘why wait?”

Additionally, the study showed that consumers are growing increasingly frustrated with queuing in the real world – such as at the post office or bank – and preferring to use telephone and web-based services.

However, a survey of over 2,000 consumers by YouGov and Sirportly recently revealed that 65% of people have received poor customer service online with slow response shown to be common with half of respondents reporting that companies had left them waiting.

And research from Sitel revealed that customers are moving away from using email and phone for service interactions as thy are fed up with being placed on on-hold or waiting for an email reply. 

KANA points to Forrester Research released earlier this year that found 66% of customers say valuing their time is the most important thing a company can do to provide good service, as way of advice for organisations.

The analyst firm calculates that a 10% point improvement in a company’s customer experience score can translate into more than £500 million in revenue.


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