When a customer calls, does anyone answer?
In the age of automation, companies that can pick up the phone and provide intelligent live reps are poised to win.
We called over a thousand companies to find out.
You may expect that there is still a reasonable level of service available to paying customers, but the answer is not that simple. The best way to characterize the state of the market is "it depends". Some organizations have clearly prioritized the customer, and same have not. We'll review the top industries and the top companies to help shed some light on the state of 'modern' customer service.
There is no substitute for a knowledgable rep who can answer your questions quickly or direct you where you need to go. Some companies still excel at this age old art while some have completely lost their way.
Welcome to our latest industry insights on customer service response times! We’ve taken a deep dive into how quickly different sectors address customer inquiries, and the results reveal some surprising trends. From speedy car dealerships to lagging moving and storage companies, the disparities are clear.
Who’s Leading the Way?
At the top of the leaderboard, Medical Labs are setting the standard with an average response time of just 2 minutes and 21 seconds. Car Dealerships aren’t far behind, showing they’re ready to assist customers in just under 4 minutes.
Middle of the Pack
Food and Beverage companies, along with Hotel Chains, offer reliable service with response times averaging around 4.5 minutes, ensuring smooth experiences for diners and travelers alike.
Falling Behind
Unfortunately, not everyone is moving quickly. Moving and Storage companies clock in at over 11 minutes on average, while Airlines and Retail Big Box Stores also have room for improvement, with slower response times that could leave customers waiting.
Industry Highlights
Here’s a quick look at average response times by industry:
- Medical Lab: 2m 21s
- Car Dealership: 3m 41s
- Food/Beverage: 4m 22s
- Hotel Chain: 4m 38s
- Retail Specialty: 4m 30s
- Bank: 6m 55s
- Government Services: 6m 15s
- Moving and Storage Company: 11m 25s
“Some industries are really taking customer service seriously, while others seem to be in no rush,” said Chris Alexander, CXO of MCI, a leading contact center solutions provider for top tier brands. “It’s a stark contrast, and customers are definitely noticing.”
Curious to see where your industry stands? Dive into the full results for detailed insights and industry breakdowns.
Who's the fastest?
Well it's certainly not your moving and storage company, your airline, or your local big box retailer. These types of companies scored poorly with long wait times and often frustrating complexity to get to a live person (if even possible at all).
In the data tables below we break out results from across multiple industries and feature well known brands as well as large industry players across multiple niche markets. One thing is certain, the data points to a pressing need to revitalize the importance of 'customer service'