Extreme things people would do to avoid talking to customer support

This story version has been formatted as an on-air script for broadcast outlets. See the original research story here.

ONE IN FOUR (24%) AMERICANS WOULD RATHER SHAVE THEIR HEAD THAN CONTACT CUSTOMER SUPPORT.

THAT’S ACCORDING TO A NEW SURVEY BY ONEPOLL AND TWILIO FLEX. 

THEY POLLED 2,000 AMERICANS WHO HAVE CONTACTED CUSTOMER SUPPORT AND FOUND RESPONDENTS WOULD RATHER DO THEIR TAXES (30%), GO TO THE DENTIST (28%) OR GO TO THE DMV (25%). 

NEARLY ONE IN FOUR (22%) WOULD EVEN CHOOSE TO SPEND A NIGHT IN JAIL OVER DEALING WITH A CUSTOMER SUPPORT REP.

ACCORDING TO THE SURVEY RESULTS, THREE IN FIVE (62%) OF RESPONDENTS HAVE STOPPED USING A COMPANY OR SERVICE SPECIFICALLY BECAUSE OF A BAD CUSTOMER SERVICE EXPERIENCE.

HOWEVER, FOUR IN FIVE (80%) ARE MORE LIKELY TO BE LOYAL TO A COMPANY IN THE FUTURE IF THEY HAVE A POSITIVE EXPERIENCE WITH THEIR SUPPORT TEAM.

WHAT WOULD HELP SOLVE THE COMMON FRUSTRATIONS? 

RESPONDENTS WOULD LIKE IT IF THEY DIDN’T HAVE TO REPEAT THEMSELVES IF TRANSFERRED (54%) AND IF THEY WERE ABLE TO SOLVE THEIR ISSUE WITHOUT SPEAKING ON THE PHONE TO A LIVE PERSON (52%).