The rage that rushes through your veins when you are asked to go through a long procedure to get a customer care officer, is often beyond words. Every year, PleasePress1.com conducts Phone (News - Alert) Rage surveys that try to measure the level of displeasure experienced by customers when they are trying to get through to companies on the phone.
Recently, the company published its Phone Rage Index for September 2013. HMRC, aka The Tax Man, has the dubious distinction of topping the list for the second consecutive time. This is mainly due to the fact that the company seems to have never ending IVR menu options for its customers. According to those surveyed, it’s a herculean task for them to speak to a real representative.
Some new entrants in the list this time around were BT (News - Alert), Sky and the TV Licensing Agency. On the other hand, companies like Lloyds TSB, Halifax, Direct Line and Co-operative insurance have made significant improvements.
PleasePress1.com aims to help customers save money by helping them speak directly to a real person, without having to go through a maze menu options. The company believes that time saved is the money saved.
“What we’re seeing here is that no particular sector is to blame. It seems to be a general attitude to so-called service” said Nigel. “It’s a widespread issue yet some of these companies actually say they pride themselves on their customer service. I’ve had a vast amount of feedback via social media and on the website which is available to view online. There is a real buyer beware message here and the index is useful for both existing customers and those who are considering their options.”
The company launched UK’s first ‘phone rage index’ in July 2013.
Edited by Blaise McNamee