1. Consumers who reach an automated system rather than a live person say they will do less business with that company (Aspect Index 2007)
2. Consumers who do not have to repeat information are 1.6 times more likely to conduct future business with a company (Aspect Index 2007)
3. Consumers that are allowed to opt out of an automated system and reach an agent when needed are 1.9 times more likely to do future business. (Aspect Index 2007)
4. Consumers on average prepare 10 minutes for a call and wait for 4.5 minutes to reach an agent. Yet, 62 percent of consumers hang-up (occasionally or almost always) before they are connected to an agent. (Aspect Index 2007)
5. Those who have a typical consumer experience are more likely to hang up than those who have an exceptional experience. (Aspect Index 2007)
6. Three in ten consumers who are satisfied will conduct more business with a company; eight percent of those will do much more business. (Aspect Index 2007)
7. Twenty percent of consumers are likely to switch companies based on their latest interaction. (Aspect Index 2007)
More Facts About Customer Service
8. 92% of all customer interactions happen via the phone (Gartner)
9. 85% of consumers are dissatisfied with their phone experience (Gartner)
10. 72% of all customers believe it takes too long to reach a live agent (Harris)
11. 69% said they were on hold for too long (Harris)
12. 50% of the people surveyed said that agents failed to answer their questions (Harris)
13. 44% said the information they received was not accurate (Harris)
