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I finally counted my customer service calls for 30 days and hit 47, here is what that number taught me
I started writing down every time I had to call a company for help, starting on March 1st. By March 30th I had 47 calls, and 31 of them were follow ups, meaning I had to call back about the same problem two or more times. The worst one was a billing issue with my internet provider where I spent 4 hours and 20 minutes on hold across 6 separate calls. My average wait time was 18 minutes, but one call had me on hold for 52 minutes. The kicker is that 9 of those calls ended with the rep saying they would call me back, and only 2 ever did. If you are keeping score, that is a 22 percent follow through rate. Has anyone else tracked their own numbers like this, and did it change how you pick which companies you give your money to?
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morgan51226d ago
Ngl your follow through stat hits hard because it is the same thing I see with doctor offices, cable guys, and the pharmacy. You call once and they act like it is handled, then two weeks later nothing changed so you are back on hold again. I started keeping a note in my phone about which places actually pick up and which ones just hand you off forever. It is wild that we have to do our own research just to get basic help. Your 47 number is basically a part time job you did not sign up for.
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