Global Consumer Study Reveals Key Areas of Customer Frustration

A report from a survey conducted by Genesys reports:

The Biggest Causes of Customer Frustration

In 2003, Genesys created the pioneer study in customer frustration and has followed in each of the past four years. Globally, the major sources of customer frustration are consistent with findings over the past four years:

* Long hold times -- 67 percent of consumers are frustrated by long hold times, and 88 percent would prefer to receive a call-back in 10 minutes than to be on hold for that long. * Poor automation -- 57 percent of consumers are frustrated by IVRs with too many or incorrect options and 76 percent of consumers feel that companies are pushing them to use self-service systems instead of talking to live people. * Customer Repetition -- 52 percent of consumers are frustrated by having to repeat information they've already provided.