Telephone Answering Service For Small Businesses

One phone call will tell you everything you need to know

Can we help?

0333 202 1005

Solutions

Industries

Resources

About

Looking for pricing? Get in touch

Customer Communications
Global Trend Report

Our unique global communications study focuses on consumer behaviours when contacting businesses. Deep-dive into channel preferences, emotional triggers behind a call vs. web chat, generational mindset, cultural differences and lots more.

If you run or work in a customer-centric business, and want to better understand the psychology and preferences of your customers, this report is for you.

Access the report

Get your hands on this exclusive report today

See what's inside

Channels your customers are most likely to be using

Latest statistics on telephone calls, volumes, durations and triggers

Emotional factors at play when a consumer chooses to call

What callers hate hearing - from annoying hold music to being asked to visit the website

The true impact of a good vs. bad experience when contacting a business

Digital channel crossover - how consumers really feel about live chat, chatbots, voice recognition and online forms

Download now

Don't just take our word for it:

Thousands of business owners, marketeers and CX professionals have already downloaded the report. Here’s what some have said:

“

This report really puts the customer experience into perspective - an insightful read.

Lisa RhodesChief Marketing Officer, Taylors Arch

“

Any business looking to understand more about their consumers needs to read this.

Alexander TaylorCustomer Service Manager, Stark & Hill

Key highlights

The phone is still king

We asked consumers what their favourite method of communication is:

Powerful insights for a healthier bottom line

Access the report

And the reason we call is because we have an urgent or complicated query that needs a real person

Top reasons for calling vs. other channels:

Complex

Urgent/time sensitive

Sensitive

Unanswered calls are still our biggest gripe

Here's what else frustrates consumers:

And the fallout of a bad call is huge to businesses

34% make a complaint

36% take their business elsewhere

25% write a negative review

But done right - it will set you apart from the rest

77%

of people say a great call experience is a powerful customer service differentiator

The data

Moneypenny commissioned a report conducted by insight-driven research specialists, Censuswide, who surveyed 2,000 UK and US consumers between 27th May and 1st June 2022.

Respondents included an even split between Gen Z (16-24), Millennials (25-40), Gen X (41-56), Baby Boomers 1 (Aged 57-66) and Baby Boomers 2/Traditionalist/Silent Generation (67+). Unless otherwise stated all graphs are sourced from the Moneypenny Censuswide Customer Communications Global Trend Report 2022.

Access the report