I was reading the Whirlpool Broadband Survey 2008 Report tonight, and I found one section interesting. When measuring how long it took to get the right person on the phone (i.e. tech support person for tech support, sales person for sales who can actually sell you the right product etc.), how long did it take. Look at the first column. 24% of calls to Telstra resulted in an average of 20 minutes waiting, and 26% of 10 minutes waiting. Thats an average wait period of 15 minutes for 50% of calls to them. That’s also insane.
I had to break the table into 2 parts to fit it into this WordPress theme, I hope it still makes sense.
When calling customer support, how long did you have to wait on the phone (or talk to an operator) before you spoke to the right person?
| Telstra Cable |
Telstra DSL |
Optus Cable |
Optus DSL |
iiNet |
Inter-node |
TPG |
West-net |
Exetel |
Adam |
|
| 2.4% |
1.3% |
1.7% |
2.7% |
10.0% |
8.4% |
2.7% |
33.5% |
12.1% |
20.3% |
Less than a minute |
| 19.4% |
18.4% |
16.6% |
19.3% |
37.9% |
39.2% |
31.6% |
48.7% |
39.2% |
50.0% |
1 to 4 minutes |
| 27.4% |
25.9% |
27.7% |
23.5% |
25.0% |
27.6% |
33.2% |
12.1% |
24.1% |
19.2% |
5 to 9 minutes |
| 26.2% |
26.6% |
31.8% |
28.3% |
14.2% |
15.9% |
22.9% |
3.6% |
13.6% |
7.1% |
10 to 20 minutes |
| 24.6% |
27.7% |
22.2% |
26.2% |
12.9% |
8.9% |
9.6% |
2.1% |
11.0% |
3.4% |
over 20 minutes |
| aaNet |
Net-space |
Amnet |
iPrimus |
Telstra NextG |
AAPT |
Other |
Avg. |
|
| 7.2% |
2.2% |
19.4% |
3.8% |
3.6% |
2.6% |
9.8% |
9.7% |
Less than a minute |
| 45.9% |
26.0% |
50.2% |
20.3% |
12.3% |
26.6% |
33.1% |
33.3% |
1 to 4 minutes |
| 31.1% |
27.9% |
18.9% |
32.3% |
22.5% |
23.4% |
25.7% |
25.2% |
5 to 9 minutes |
| 9.6% |
24.7% |
9.7% |
26.6% |
28.3% |
21.4% |
18.0% |
18.1% |
10 to 20 minutes |
| 6.2% |
19.2% |
1.8% |
17.1% |
33.3% |
26.0% |
13.4% |
13.7% |
over 20 minutes |