Phone Response Times Impact Consumer Brand Preferences

It’s no secret that consumers don’t like to be kept on hold when calling a brand, and data from a May 2012 Ifbyphone survey [pdf] confirms that they have their limits. In fact, roughly 4 in 5 respondents indicated they had either abandoned a brand due to poor response time to their questions, or would have walked away if not for restrictions such as contractual obligations. Overall, almost half reported having waited for at least one minute on their most recent sales call, rising to 78.5% who waited that amount of time as an existing customer. (more…)