Cost of Waiting Survey Highlights Impact on Customers
USA - State of customer service measured in US, UK and Germany.
We’ve all been stuck waiting for a cable guy, appliance repair, furniture delivery or other in-home appointments.
But what are the real costs of waiting – for the consumer and
for the company (especially its relationship with customers)?
More importantly, is it ever going to change?
In its second annual consumer poll – the “2010 Cost of Waiting
Survey” - TOA Technologies delved deep to measure the financial
effects for people waiting as well as how this impacts their
attitude toward the company providing the service.
It also measures the losses to businesses in terms of revenue and reputation. The survey was conducted in the US, UK and Germany, and surveyed more than 3,000 customers.
Survey highlights:
- 69% of Americans have waited at home for something in the
past year vs. 79% in UK and 49% in Germany
Of those that have waited:
- 23% of Americans lost wages vs. 21% in UK and Germany
-35% of Americans have called in sick or taken a vacation day to wait for
an appointment, vs. 43% in the UK and 45% in Germany
- 21% of Americans have chosen to shop or subscribe to a
competing company based on their in-home appointment experience
- 48% of Americans have contacted customer service to complain
about their appointment wait
Why did TOA do a “cost of waiting” survey? TOA stands for “time
of arrival” – and its software solution predicts a 1-hour
appointment “wait window” with 96% accuracy. The end result:
consumers get an accurate t.o.a. and only need to wait at home
for one hour vs. four or more.
TOA was founded to save consumers a lot of time, money and frustration. Some of the largest and most innovative service providers in the country have their service appointments powered by TOA – including Cox Communications, Virgin Media, Arhaus Furniture and Suddenlink – to improve customer service and significantly cut costs. Info: www.toatech.com.
