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TMCNet:  I'm sorry you've lost me… British consumers get hung up on poor service

[November 01, 2013]

I'm sorry you've lost me… British consumers get hung up on poor service

(M2 PressWIRE Via Acquire Media NewsEdge) 75% of UK customers are open to switching their business after digging through complex and unhelpful phone menus UK consumers need little provocation to move their business according to research conducted by consumer website PleasePress1.com. From mobile network operators to retailers and major banks, the free to access website charts the automated phone menus of some of the UK's most well-known brands.


Survey results from over 3,000 users on the site have revealed that the vast majority of consumers (75%) are actively prepared to move their business after a poor experience with automated phone menus. Ultimately, these lengthy and confusing phone menus just delay the process of connecting with customer services. Beyond the time wasted, complaints include twitchy voice recognition software and 'dead ends' which lead you through a host of options before simply cutting you off.

Almost all respondents (96%) contact call centres on at least a monthly basis with 42% making an average of 3 calls per month. This high frequency of calls is considerably higher when including those who have to deal with these centres as business customers. In these situations a fast resolution is vital and delays may have greater implications.

This automated part of the customer journey is being overlooked by companies believes Nigel Clarke, creator of PleasePress1: "Too many organisations are complacent when it comes to existing customers. The emphasis is too frequently on new business, often at the expense of those looking for support. This is actually quite strange as retaining customers is far cheaper than acquiring new ones. Our polling suggests that customer inertia is rapidly becoming a thing of the past. Shoppers are now far savvier and visits to our website are at times of pressing need. If call centres don't look after their customers, someone else will." He added: "With a culture of complex navigation and excessive queue driven systems, existing customers have plenty of time to consider their own options. From the feedback we've had, it's companies who wilfully waste our time that frustrate us the most. In fact, 88% of the people who answered our survey have spent time wading through a menu only to find that the service they require is closed." Nigel's campaign has not gone unnoticed and several companies including Saga and Lloyds TSB have contacted the website. These companies are looking at supplying numbers and menu data in order to support their customers.

PleasePress1.com has received an average of 400,000 hits per month since the launch of the service in May. During that time, the website has been inundated with requests for additional features and the integration of customer feedback.

In line with popular websites such as Which? and MoneySavingExpert, PleasePress1.com is now opening its doors to advertisers to help fund further development. Brands that do provide their menu data may be given the opportunity to advertise alongside published call centre menus.

Nigel and his team have now made more than 15,000 documented calls to call centres, gathering vital data to save millions from undue time wastage and stress. Nigel believes that by using his website, UK consumers could save a combined 100million* in phone charges every year.

By using the simple telephone key codes on PleasePress1.com, typically, consumers will be able to shave several minutes off their call times to contact centres.

* assumes 40 million adults in UK make 24 calls per year to call centres = 960,000,000 calls If each saved just 1 minute @ 10p a minute = 96million.

Although some calls are free, they cost the companies money to receive them Many calls from mobiles cost over 40p per minute.

Please Press 1 is free to use, and saves people money on expensive call costs.

Notes to Editors For further information please contact James Horne on 07775 615 476 / 01727 842147 james.horne@1238kmh.com About PleasePress1 The Please Press 1 website (http://www.pleasepress1.com) helps users to quickly 'Press Ahead' through the menu options to the service they require. The website displays the menu options available, often shortening calls by several minutes, saving time, expensive call costs and much frustration.

We believe that good customer service should come as standard, and that this should extend to the phone menu systems that customers have to navigate. Our aim is for companies to give much more consideration to their customers when designing these menus, by making them as simple and quick to use as possible.

((M2 Communications disclaims all liability for information provided within M2 PressWIRE. Data supplied by named party/parties. Further information on M2 PressWIRE can be obtained at http://www.presswire.com on the world wide web. Inquiries to info@m2.com)).

(c) 2013 M2 COMMUNICATIONS

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