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Customer Service. Simplified. www.jacada.com
See or Hear
Consumer Survey
www.jacada.com 2
See or Hear Consumer Survey
When calling customer service would you rather hear the menu
choices or see t...
www.jacada.com 3
See or Hear Consumer Survey
Age
I would rather see the options I would rather hear the options
18-24
25-3...
www.jacada.com 4
See or Hear Consumer Survey
When calling your service provider - how often do you get
frustrated with a t...
www.jacada.com 5
See or Hear Consumer Survey
When I need a problem resolved with my phone, cable,
bank or any other servic...
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See or hear Survey

This survey studies consumer behavior and looks at the popularity of visual interactions vs. audio ones. results clearly indicate that consumers today prefer to use the touch and see capabilities of their mobile devices especially when it comes to customer service.

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See or hear Survey

  1. 1. Customer Service. Simplified. www.jacada.com See or Hear Consumer Survey
  2. 2. www.jacada.com 2 See or Hear Consumer Survey When calling customer service would you rather hear the menu choices or see them on your smartphone/tablet/computer? Gender I would rather see the options Female Male See See I would rather hear the options Hear Hear 57.8% 61.0% 39.0% 42.2% 54.8% 45.2%
  3. 3. www.jacada.com 3 See or Hear Consumer Survey Age I would rather see the options I would rather hear the options 18-24 25-34 35-44 45-54 55-64 65+ 18-24 25-34 35-44 45-54 55-64 65+ 75.1% 65.1% 59.7% 53.8% 49.2% 40.9% 24.9% 34.9% 40.3% 46.2% 50.8% 59.1% Income I would rather see the options I would rather hear the options $­0-$24,999 $­25,000-$49,999 $­50,000-$74,999 $­75,000-$99,999 $­100,000-$149,999 $150,000+ $­0-$24,999 $­25,000-$49,999 $­50,000-$74,999 $­75,000-$99,999 $­100,000-$149,999 $150,000+ 55.8% 58.5% 56.1% 64.1% 67.0% 0.0% 44.2% 41.5% 43.9% 35.9% 33.0% 100.0%
  4. 4. www.jacada.com 4 See or Hear Consumer Survey When calling your service provider - how often do you get frustrated with a the phone menu and press '0' to get to an agent? An automated phone menu leaves me with a perception that: Every time About 50% of the time Almost never About 25% of the time The company is avoiding speaking to me It is needed so my call is properly handled Good, I can resolve my issues on my owm I don't under­stand why it is necessary 32.9% 33.0% 28.6% 28.2% 24.1% 20.8% 14.4% 17.9%
  5. 5. www.jacada.com 5 See or Hear Consumer Survey When I need a problem resolved with my phone, cable, bank or any other service provider, I'd most prefer to: Call someone directly None of the above Use the provider'­s website Use online chat Use the automated phone menu 44.9% 30.9% 16.2% 11.5% 4.5% Source: 1. https://www.google.com/insights/consumersurveys/view?survey=b2amsjzyr5wzc&question=1&filter=&rw=1 2. https://www.google.com/insights/consumersurveys/view?survey=64mxmhzfudw2i&question=1&filter=&rw=1 3. https://www.google.com/insights/consumersurveys/view?survey=r26mimqdg62ls&question=1&filter=&rw=1 4. https://www.google.com/insights/consumersurveys/view?survey=vl3hvmaloniry&question=1&filter=&rw=1

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