A recent survey found that 85% of consumers were dissatisfied with their experience in dealing with a vendor by telephone. There are several reasons for this, including time on hold. This is important data as it enables businesses to identify points in the customer journey where there are potential blockages or barriers to a transaction. […]

A recent survey found that 85% of consumers were dissatisfied with their experience in dealing with a vendor by telephone. There are several reasons for this, including time on hold. This is important data as it enables businesses to identify points in the customer journey where there are potential blockages or barriers to a transaction. It allows businesses to identify and quantify issues. It is also interesting to look at how this data was gathered. In this case, it was collected by way of a survey of a random sample of customers of various businesses. For an individual business, such data might be gathered by means of a follow-up email or SMS after each phone call. Clearly, the latter is more enterprise-specific and less expensive. Quantitative research – gathering numbers – can involve online and offline surveys using internal or external resources, completed manually or using technology. Increasingly, this data…