"A recent COLLOQUY survey of more than 3,000 consumers indicates that loyalty programs are not core influencers of shopping behavi...
Results from a new consumer survey show that more than a third of U.S. adults have cancelled service or stopped using a brand due to frustrating customer experience.
The survey, conducted by Harris Interactive on behalf of ClickSoftware, concluded that Americans waste more than 30 hours of time they could or would have spent working dealing with customer service issues annually.
Respondents were asked to select the two industries that are most frustrating, then reported the number of hours spent dealing with these industries over the course of one year.
U.S. Service Industry Consumer Frustration Index
Industry: Average # of hours spent dealing with most recent issue
- Banking: 6
- Repair/home Services: 5.3
- Insurance: 4.7
- Automotive: 3.7
- Healthcare: 3.1
- Communication service providers: 2.5
- Public sector: 2.2
- Retail: 1.8
- Utilities: 1.5
Other highlights from the results:
- 35% of respondents have cancelled service or stopped using a brand due to a frustrating customer experience
- 51% of respondents say their frustrations have demanded to talk to a supervisor
- 14% have yelled at a CSR