October 2022
Featured in this insight: IT & telecommunications
Three in ten Londoners state they are making fewer calls to businesses than they were three years ago: A survey into how easy it is for the British public to contact businesses has uncovered that three in ten are making fewer calls to businesses than they did three years ago.
The study by Moneypenny polled residents of the British capital about how frequently they contact companies and what the biggest annoyances are when doing so. In addition, they survey found that a third of Londoners are making more calls to businesses, with just 22% saying they are making less.
Furthermore, the length of the calls from Londoners to businesses last an average of 52% longer than they did three years ago.
When asked about why they are more reluctant to contact businesses, a third stated they were put through to complex, automated voice messages. In addition, 27% of those surveyed said phones not being answered, annoying hold music or being told to check the website were obstacles to them.
The majority of Londoners (89%) said it annoys them when the company does not include a phone number on their website for their customers to contact them.
The poll also looked into the repercussions to the businesses of a negative experience when calling, with 36% saying they would take their business elsewhere. Similarly, three in 10 participants would complain directly to the company, with a further 27% informing their family and friends of the bad experience.
When customers feel the need to contact a business, it is often for a good reason; with a third of respondents stating they call a business if the matter is complicated. In addition, 31% said they would only make a phone call if it was an urgent matter.
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