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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.

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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

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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

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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.

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