The Customer Service Survey

Longest Hold Time

by Peter Leppik on Wed, 2011-11-30 17:46

STELLAService recently published a survey of hold times at major airlines during the busy pre-Thanksgiving travel week. They placed five calls per day to each of 13 domestic U.S. carriers, and found that the average wait ranged from a minute and a half to over half an hour.

These are interesting statistics, but of course I want to know more:

  • Were the calls placed by a robot, an ordinary consumer, or a trained analyst?
  • STELLAService describes the calls as about a variety of "general customer service questions." Did it matter what the question was?
  • For that matter, did they make any effort to use the self-service options? (I know, I know, that's not what the survey was about--but it's still interesting to know).
  • How consistent were the wait times? Was there any time of the day which was generally better or worse?


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