Being forced to wait for hours at home for a service or delivery appointment is a frustrating experience for today's busy consumer, and it is also an expensive one. TOA Technologies conducted the second annual Cost of Waiting Survey and Report to shed new light on the economic impact of waiting for in-home appointments. The report found 69% of American adults have waited for utilities, cable/satellite TV, Internet, retail home deliveries and other services in the past year. Those that wait typically do so about four times per year, for an astonishing average wait of almost four and a half hours per appointment - costing consumers about $752 in lost time annually.
Businesses are also losing money and hurting their reputations by making people wait. The margin of time companies have to satisfy their customers is slim. Customer satisfaction drops from 60% when on time to 19% when service or delivery companies are just 15 minutes late. In addition, 48% of waiting Americans contacted customer service to complain about their experience.
The Cost of Waiting Survey also found that:
-- 21% of respondents switched companies as a direct result of waiting for their appointment.
-- 28% of Americans waiting for an appointment or delivery gave up and left their home in frustration.
-- Businesses lose $719 annually for each person who cancels or switches service providers (based on respondent estimates).
-- 48% of waiting Americans contacted customer service to complain about their experience.
More information can be found at www.SupportIndustry.com.
2 comments:
Thank you for posting our survey on your blog. We would also like your readers to know that direct access to TOA's "Cost of Waiting" survey can be found here.
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