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New survey shows annoying hold music and unanswered calls are biggest company bugbears in Wales

A new survey by leading outsourced communications provider Moneypenny, shows the biggest bugbears in Wales when trying to contact a business are annoying hold music (37%) and calls not being answered (32%).


Company communication bugbears

Annoying hold music:                                     37%

Calls not being answered:                              32%

Complex phone attendant messages:           32%

Being told to check website:                           21%

Being asked to call back:                                19%

Background call centre noise:                        18%

Feeling rushed/not listened to:                       18%

Having to leave a voicemail:                           12%


The survey also shows that a major source of irritation in Wales is when companies don’t put their phone number on their website – cited frustrating by 72%.

Moneypenny’s Customer Communications Trend Report¹ also highlights that a bad call experience can significantly impact ongoing business success, as 40% of the Welsh say they would go elsewhere following a poor call, while 32% would make a complaint, and 32% would tell friends and family. However only 16% of the Welsh surveyed would write a negative review, which is fewer than those in other regions, such as Northern Ireland (33%) and East Midlands (31%).


There are clear regional differences in choice of communication methods, with 19% of the Welsh preferring WhatsApp to contact a company, second only to 28% of Londoners, and compared with only 1% of those in the East of England and 3% in Scotland.

However, digital forums such as Chatbots are less popular with the Welsh as a form of communication: 29% said they are satisfied with using them to contact a company, compared with 55% of Londoners, and 50% in the North West.


The survey showed that for Wales the phone is the top choice when callers’ needs are ‘urgent’ (44%), or ‘complicated’ (34%). The research also found that 69% of those in Wales spend longer on the phone to businesses than three years ago – a marked increase on the 41% finding on this in Moneypenny’s identical 2022 company communications survey.


Joanna Swash Group CEO at Moneypenny, commented: “Our survey shows that people want to talk to people, but poor phone etiquette is a major turn-off, and its costing firms business.  Just one bad call can result in lost revenue and a damaged reputation.  Professional telephone answering support can mitigate those risks, solve the phone irritations and give clients what they’re looking for – consistently high-quality and empathetic customer care, every time. If companies invest in their phone-led customer service to meet callers’ changing needs and complement it with digital channels, such as live chat and social media, they will deliver a much more well-rounded, seamless and positive experience for clients.”

Click on the link to read Moneypenny’s  Customer Communications Trend Report in full.

Lisa Baker is Group Editor for the Need to See IT Publishing Group. Lisa writes about HR, Technology, Health, the Environment and Business.
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