Business
Consumers Demand Fines for Long Hold Times, 8x8 Survey Finds
62% of Brits say companies should be penalized for slow responses LONDON--(BUSINESS WIRE)-- British consumers have lost patience with long hold times — and
About this update from 8x8 Inc
[{"type":"text","content":"\n62% of Brits say companies should be penalized for slow responses\n\n\n LONDON--(BUSINESS WIRE)--\nBritish consumers have lost patience with long hold times — and they want companies to pay the price. That’s the findings of a new Streetview survey by 8x8, Inc. (NASDAQ: EGHT), the industry's most integrated Platform provider for CX that combines Contact Center, Unified Communication, and CPaaS solutions.\n\n\nWhile the UK average was 62% calling for fines, Belfast was the angriest city with 66% of people wanting to see action taken, while Cardiff was the least angry with 53.9% of people calling for fines.\n\n\nTaken at a regional level, the data showed that across the country more than 60% agreed for action needing to be done. A number of people also believe that as companies put their prices up, customer service should also improve.\n\n\nAccountability for Call Delays: The Public Speaks\n\n\n8x8’s survey of 2,000 UK adults reveals a clear demand for better customer service:\n\n\n\n62% support fines for poor call handling\n\n\n\n66% of men back penalties vs. 59% of women\n\n\n\nSupport rises to 66% among those 55+, vs. just 47% of 16–24 year olds\n\n\n\nSentiment is strongest in Belfast, Edinburgh, and Manchester (65%+)\n\n\n\nEven the least frustrated cities — Cardiff, Glasgow, Nottingham — saw support above 50%\n\n\n\n“Older consumers are probably angrier than the youth because they’ve spent more of their lives on hold,” said Jamie Snaddon, EMEA Managing Director at 8x8, Inc. “On a more serious note, what makes this annoying is that this is a very solvable issue. AI and automation can handle the routine queries that make up 90% of calls, freeing up agents to focus on complex, high-value conversations.”\n\n\nCustomers Say: If You Raise Prices, Raise Service Too\n\n\nThe survey also found that 78% of UK consumers expect better customer service when prices go up — rising to 84% among those aged 55 and over, and 89% in Cardiff. In Belfast, not a single respondent disagreed.\n\n\n“The British public plays fair and they expect fairness back,” Snaddon added. “If prices increase, service levels should follow. This is a wake-up call for businesses: the contact centre isn’t just a cost or support centre — each call is a frontline brand experience. And if you miss it, you risk losing customers, not just calls.”\n\n\n8x8: Helping Busines...