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Customer Communications
Global Trend Report
Our unique global communications study focuses on consumer behaviors 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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Call Trends Report
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See what's inside
Channels your customers are most likely to be using
Latest statistics on phone 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 favorite 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 US and UK consumers between May 27th and June 1st 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.

Censuswide
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