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2011 Global Customer Service
Market Comparison of Findings
A research report
prepared for:
2011 Global Customer Service Barometer
Research Method
� This research was completed online among a random sample of consumers aged 18+ in: Australia, Canada, France, Germany, India, Italy, Mexico, Netherlands, the U.K., and U.S.
� The sample size for each market is as follows:
U.S. Canada Mexico France Germany
N=1018 N=1060 N=1002 N=1001 N=1000
2© echo
� Interviewing was conducted by Echo Research during February and March, 2011.
� Overall the results in each market have a margin of error of +/- 3.1 percentage points at the 95% level of confidence.
Italy U.K. Netherlands Australia India
N=1000 N=1016 N=1007 N=1021 N=1002
Most businesses have not changed their attitudes towards customer service
In most markets, fewer than one third of consumers see an ‘increased focus on customer
service’ on the part of businesses in the current economy. However, significantly more
consumers in India (66%) and Mexico (37%) give businesses credit for making the extra effort.
In Italy (36%) and Australia (33%), significantly more consumers think that companies are
‘paying less attention to customer service’ in the current economy compared to other countries.
Consumers in France (51%), the Netherlands (46%), U.K. (45%), Germany and Canada (44%
each) are the most likely to say that businesses’ ‘attitudes towards customer service have not
changed.’
In this current economy do you think that businesses…?
3
32%26%
37%24%
34% 30%21% 23% 24%
66%
26%
24%
27%
24%
20%36%
28% 25%33%
22%34%44%
34%
51% 44%31%
45% 46%39%
11%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
Increased their focus on customer service Pay less attention to customer service Have not changed their attitudes towards customer service
© echoQ.T5
Not Shown: 8% or less Not SureSignificantly higher than 5 other markets at the 95% confidence level
In this current economy do you think that businesses…?
Businesses may be meeting, but not exceeding consumers’ expectations for customer service
One half to three in five consumers across all markets except France (41%) believe that
companies generally ‘meet their expectations’ for customer service. However, at least one in
four consumers in all markets believe that companies usually ‘miss their expectations,’
significantly higher – roughly half – in France (54%) and Mexico (45%).
With the exception of India (11%), fewer than one in ten consumers across all markets believe
that companies generally ‘exceed their expectations’ for customer service. Those in the U.S.
(6%) are more likely to think so.
In general, would you say the customer service experiencesyou have with companies usually…?
4
6% 4% 2% 1% 2% 4% 2% 1% 2%11%
61%58%
51%41%
55% 55% 56% 55% 55%
61%
29% 34%45%
54%
39% 37% 38% 38% 39%
25%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
Exceed your expectations Meet your expectations Miss your expectations
© echoQ.T3
Not Shown: 6% or less Not SureSignificantly higher than 5 other markets at the 95% confidence level
you have with companies usually…?
Consumers believe that businesses are generally not going the extra mile
In most markets, two in five consumers or more believe that companies ‘are helpful, but don’t
do anything extra to keep their business.’ Consumers in Australia (46%) and France (45%) are
the most likely to believe this to be true.
A significantly higher proportion of consumers in India (45%) and Mexico (34%) think that
companies ‘value their business and will go the extra mile.’
In Germany (35%), the Netherlands (31%) and the UK (30%), more consumers believe that
companies ‘take their business for granted.’ While in France (20%), Italy (14%) and Australia
(10%) more consumers think that companies ‘don’t care about their business.’In general, do you feel that companies…?
5
4% 7% 6%
20%7%
14% 9% 6% 10%4%
22%26%
11%
21%35% 23% 30% 31% 25%
9%
42%
42%
41%
45%37%
36%42%
33%46%
34%
24%18%
34%
11%18%
22% 10%20%
12%
45%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
© echoQ.T2
Significantly higher than 5 other markets at the 95% confidence level
Don’t Seem to Care About Your Business
Take Your Business For Granted
Are Helpful, But Don’t do Anything Extra to Keep Your Business
Value Your Business and Will Go the Extra Mile
Not Shown: 9% or less Not Sure
Consumers have spent more for customer service
With the exception of France (47%), over half of consumers have spent more with a company
because of a history of positive customer service experiences.
Consumers in Mexico (86%), India (80%), and Australia (75%) are more likely to have done
so compared to those in other countries.
6
73% 75%
86%
47%
59%63% 65% 64%
75%80%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
Have Spent More With a Company Because of a History of Good Customer Service Experiences
© echo
Q.T6
Significantly higher than 5 other markets at the 95% confidence level
Willing to SpendMore for
70% 69% 79% 59% 60% 59% 68% 56% 73% 90%
Across all markets, over half of consumers indicate that they are willing to spend more with
companies that they believe provide excellent service – significantly more consumers in India
(90%), Mexico (79%) and Australia (73%) say they are willing to do so.
Consumers are willing to spend the most, on average, in India (22% more) and the U.S.(13%
more).
Consumers will spend more with companies that provide excellent service
7
More forExcellentService
70% 69% 79% 59% 60% 59% 68% 56% 73% 90%
13%12%
11%9%
8%9%
10%
7%
12%
22%
0%
5%
10%
15%
20%
25%
30%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
Average % More Willing to Spend With a Company That Provides Excellent Service
© echo
Q.T7
Significantly higher than 5 other markets at the 95% confidence level
For reasons why they would be willing to spend more with a company that provides excellent
service, consumers in France (38%), Canada and the U.S.(33% each) are most likely to say it
is because those companies have earned their business.
Consumers in Mexico (33%) and the U.S. (27%) are more likely to say that it is because they
place a high value on excellent customer service. Consumers in the Netherlands (35%), India
(34%), Germany, and Italy (29%) are most likely to say it is because excellent service is worth
spending more. In Germany (23%), consumers are more likely to refuse to do business with a
company that provides poor service. And, consumers in India (16%) and Italy (9%) are most
likely to only spend money with companies that provide excellent service. Why would you be willing
to spend more with a company that provides excellent customer service?
Those willing to spend more see value in excellent serviceand believe those companies have earned their business
8
to spend more with a company that provides excellent customer service?
4% 5% 5% 6% 5% 9% 6% 5% 5%16%
18% 20%14%
19% 23% 18% 23%12%
23%10%
18%19%
22%18%
29% 29%16% 35%
19%34%
27% 22% 33%18%
18% 22%
24%22%
23%
24%
33% 33%26%
38%
25% 22%31% 26% 30%
16%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
© echo
Q.T7B: Respondents willing to spend more with a company that provides excellent service
Significantly higher than 5 other markets at the 95% confidence level Not Shown: 2% or less None of These
I refuse to do business with a company that provides poor service
Excellent service is worth spending more to me
I place a high value on excellent customer service
Companies who provide excellent service have earned my business
I only spend money with companies who provide excellent service
Greater than one third of consumers who would not be willing to spend more with a company
that they believe provides excellent customer service say it is because they expect excellent
service and should not have to spend more to get it. Consumers in Mexico (60%) and
Germany (55%) are significantly more likely to feel this way.
Other consumers say that their lack of willingness to spend more comes down to money. One
in five or more say that prices for goods and services are already too high – in India it is
significantly higher (33%). And, with the exception of Mexico (2%), one in ten or more say that
they can’t afford to spend more.
Why would you not be willing
to spend more with a company that provides excellent customer service?
Some consumers expect excellent service and do not believe they should have to spend more to get it
9
to spend more with a company that provides excellent customer service?
9% 8% 10% 5% 6% 10% 7% 8% 6% 10%
22% 21%
2%18% 14% 11%
24% 17% 19% 10%
23% 23%
26%
25%22%
28%20%
19%25% 33%
42% 45%60%
48% 55%48% 45%
49%46% 37%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
© echo Significantly higher than 5 other markets at the 95% confidence level
My expenses have gone upI can’t afford toPrices for goods and services are already too high
I expect excellent service and should not have to spend more
Not Shown: 10% or less None of These
Q.T7A: Respondents not willing to spend more with a company that provides excellent service
Most consumers want to resolve their issues by speakingto a real person, either on the phone or face to faceSignificantly more consumers in India (92%) would like to resolve their customer service issues by speaking with a real person on the phone. Those most interested in dealing with a person face to face are in India (87%), Australia (85%) and Mexico (83%) . Consumers in India (81%) and Italy (74%) are more interested in using a company website or email to address their issues. Online chat/instant messaging is preferred among more consumers in India (73%), Mexico (72%), France, Italy (54% each) and the U.S. (47%). Consumers most interested in resolving issues through text messaging or social networking sites are those in Mexico (39%;41%), Italy (48%;34%), and India (65%; 59%).
U.S. Canada Mexico FranceGer-
manyItaly U.K.
Nether-
lands
Austra-
liaIndia
Speaking with a 'real'
Very/Somewhat Interested in Resolving Customer Service Issues Using the Following Methods
10© echo
Q.T8
Significantly higher than 5 other markets at the 95% confidence level
Speaking with a 'real'
person on the phone90% 89% 91% 79% 80% 84% 90% 71% 90% 92%
Face to face 75% 80% 83% 78% 57% 76% 79% 72% 85% 87%
Company website or
email67% 65% 71% 71% 73% 74% 72% 60% 68% 81%
Online chat/instant
messaging47% 38% 72% 54% 36% 54% 38% 30% 33% 73%
Text message 22% 17% 39% 22% 17% 48% 26% 11% 22% 65%
Social networking
site22% 20% 41% 21% 21% 34% 19% 17% 19% 59%
Using an automated
voice response
system on the phone
20% 13% 36% 17% 14% 27% 10% 6% 10% 49%
Customer service experiences have an impact on consumers’ impression of a company’s brand
Consumers in India (76%), Italy (56%) and Mexico (55%) are significantly more likely to say
that a good customer service experience has the most impact on their impression of a
company’s brand.
Conversely, consumers in Australia (55%), the U.K. (54%) and Canada (49%) are significantly
more likely to say that it is a bad experience with customer service which has the most impact
on their impression of a company’s brand.
How does customer service impact your impression of a company’s brand?
11
5% 8% 5% 9% 7% 6% 3% 5% 3% 4%
44%49%
39%
45%43%
32%
54%41%
55%
20%
47%40%
55%41% 46%
56%
41%
49%
39%
76%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
© echoQ.N3
Not Shown: 6% or less None of theseSignificantly higher than 5 other markets at the 95% confidence level
your impression of a company’s brand?
A good customer service experience has the most impact on my impression of a company’s brand
A bad customer service experience has the most impact on my impression of a company’s brand
Customer service experiences do not have an impact on my impression of a company’s brand
Consumers will switch brands to get better customer service
Over half of consumers in each market would try a new brand or company in order to get
better customer service. Consumers in Italy (56%) and Mexico (55%) are especially likely to
say that they would try a new brand or company.
Consumers who say they would travel a longer distance for better customer service are most
likely in India (29%).
Which of these areas would you be willing to trade-off in order to get better customer service?
12
19% 20% 15% 18%12%
18% 19%13%
20% 19%
22% 25%22%
23%26% 18% 20% 28%
25% 29%
59% 56%63% 58% 62% 64% 61% 60% 55% 52%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
I would sacrifice convenience I would travel a longer distance I would try a new brand or company
© echoQ.N2
Significantly higher than 5 other markets at the 95% confidence level
trade-off in order to get better customer service?
Good customer service leads to repeat business
In all markets, roughly nine in ten consumers or more agree that they are more likely to
purchase a gift for someone from a company after having a good customer service experience
– France (85%), and the Netherlands (84%) are the exceptions.
A significantly higher proportion of consumers in the U.S., India (95% each), Australia and the
U.K. (94% each) agree that a good customer service experience makes them more likely to
purchase a gift for someone else from that same company.
Having a good customer service experience with a company makes me more likely to purchase a gift for someone from that same company.
13
50% 49% 54%
32% 30%
45% 45%34%
48%55%
45% 43%39%
53% 61%44%
50%
50%
45%40%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
Strongly Agree Somewhat Agree
© echo
Q.N1 Significantly higher than 5 other markets at the 95% confidence level
95%
Strongly/Somewhat
Agree 91% 93% 85% 90% 89% 94% 84% 94% 95%
Across all markets, the majority of consumers indicate that they have not completed a
transaction or made an intended purchase because of poor customers service – significantly
more consumers in Mexico (89%), Australia (86%) and Canada (85%) are most likely to
agree.
Poor service leads to lost sales
14
78%
85%89%
80% 81%
69%
78%
59%
86%80%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
Have not completed a business transaction or not made an intended purchase because of poor customer service
© echo
Q.N9
Significantly higher than 5 other markets at the 95% confidence level
To a lesser extent, consumers have also cancelled online purchases because of poor
service as well. In most markets, roughly two in five consumers report doing so. However,
significantly more consumers in Mexico (75%), India (59%) France (53%) say that they have
cancelled an online purchase or shopping experience because they were not satisfied with
the service provided. Only 34% in the Netherlands have done so.
Poor service leads to lost sales online as well
15
43%39%
75%
53%
44% 44%41%
34%40%
59%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
Have cancelled an online purchase or shopping experience because you were not satisfied with the service experience
© echo
Q.N10
Significantly higher than 5 other markets at the 95% confidence level
With the exception of Germany (26%), greater than two in five tell other people about their
good customer service experiences all of the time.
Consumers in the Netherlands and Germany are the least likely to tell others about their good
service experience (each 10% rarely/never) and tell the fewest number of people (7 and 8
people on average, respectively). On the other hand, consumers in India tell the most people
(32 on average) about their good experiences, and do so most frequently (67% all the time).
Consumers are likely to tell others about their good customer service experiences
How often do you tell other people about your good customer service experience?
NeverRarelySometimesAll the time
16
2% 1% 1% 2% 2% 2% 1% 3% 1% 1%4% 5% 3% 4% 8% 6% 5%
7%4% 1%
46% 42%38%
50%
65%
44% 51% 45%46%
31%
48% 52%58%
44%
26%
49% 43% 45% 49%
67%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
© echo Significantly higher than 5 other markets at the 95% confidence level
Q.N6/6a
Rarely
Avg # peoplethey tell 9 9 11 8 8 14 9 7 10 32
Significantly more, three in five or greater, tell other people about their poor customer service
experiences all of the time – with the exception of Germany (47%) and India (56%).
Consumers in Mexico do so most frequently (70% all the time).
Consumers in India, Italy, and Australia tell the most people (35, 27, and 23 on average,
respectively) about their poor experiences.
Consumers are more likely to tell others about their poor
customer service experiences
How often do you tell other people about your poor customer service experience?
NeverRarelySometimesAll the time
17
2% 2% 0% 2% 1% 2% 1% 2% 1% 2%4% 3% 3% 4% 6% 5% 3% 5% 3% 6%
35% 32%27%
30%
46%
31% 33%33%
31%36%
59% 62%70%
64%
47%
63% 62% 60% 65%56%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
© echo Significantly higher than 5 other markets at the 95% confidence level
Q.N6b/6c
Rarely
Avg # peoplethey tell 16 16 19 15 13 27 19 15 23 35
Customer service professionals play a major role in providing an excellent experience for the consumer
Roughly two thirds of consumers in the U.S. and Canada are most likely to say that in their best experience, the customer service rep was able to solve the problem - while in the Netherlands, under two in five said this was a factor in making it a good experience. Those in the U.S., Canada, Mexico and India are most likely to say that addressing their issue in a timely manner was a factor. Consumers in Canada and Mexico are most likely to say that a rep taking accountability makes for a good customer service experience, while those in Mexico, Italy, Australia, and India are most likely to cite a customer service rep’s follow-up after the issue was resolved.
U.S. Canada Mexico FranceGer-
manyItaly U.K.
Nether-
lands
Austra-
liaIndia
Was able to solve the
In the best customer service experience you’ve ever had with a customer service professional dealing with an issue or concern, the representative…
18© echo
Q.N4
Significantly higher than 5 other markets at the 95% confidence level
Was able to solve the
issue66% 63% 59% 55% 53% 48% 57% 37% 56% 56%
Was friendly and
listened to my
concerns
65% 64% 55% 55% 51% 40% 59% 36% 62% 60%
Addressed my issue
or concern in a timely
manner
63% 65% 60% 53% 21% 34% 49% 26% 57% 58%
Made me feel like
they valued my
business
59% 61% 42% 37% 48% 30% 49% 27% 56% 51%
Went above and
beyond in addressing
my issue
53% 51% 58% 16% 45% 25% 39% 41% 47% 35%
Took accountability
for dealing with the
issue
43% 47% 53% 34% 32% 37% 37% 32% 45% 44%
Followed up when
the issue was
resolved
41% 38% 51% 30% 18% 47% 34% 14% 45% 48%
Not Shown: 11% or less None of these
Customer service reps may need to work a little harder to provide good service
In most markets, seven in ten consumers or greater agree that when they treat a customer
service professional in a friendly and respectful manner they usually get better service in return –
with the exception of France (66%).
However, service professionals may have some work to do: across markets, half of consumers
only somewhat agree that this is the case, with the exception of Mexico (32%) and India (40%).
When I treat a customer service professional in a friendly and respectful manner, I usually get better service in return.
19
40% 40%
59%
15% 15%26% 29%
21%
36%
50%
48% 48%
32%
51%57%
50%56%
54%
51%
40%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
Strongly Agree Somewhat Agree
© echo
Q.N7 Significantly higher than 5 other markets at the 95% confidence level
88%
Strongly/Somewhat
Agree 88% 91% 66% 72% 76% 85% 75% 87% 90%
Across all markets, with the exception of Germany (37%), at least half of consumers admit
to having lost their temper with a customer service representative – significantly more
consumers in Mexico (86%), France (75%), India (73%), and Italy (68%) are most likely to
agree.
Consumers lose their temper with customer service representatives
20
56%61%
86%
75%
37%
68%
51%57%
61%
73%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
Have you ever lost your temper with a customer service professional?
© echo
Q.N8
Significantly higher than 5 other markets at the 95% confidence level
Consumers who lose their temper express themselves in a variety of ways
Among those who lost their temper with a customer service professional, consumers in the U.S., Canada, U.K. Australia, and India were most likely to say they insisted on speaking to a supervisor. Consumers in Mexico were most likely to hang up the phone. Consumers in Canada, Mexico and France were most likely to threaten to switch to a competitor, while those in Mexico and India were most likely to demand to know the service professional’s name. Consumers most likely to use profanity were in the U.S. and Canada.
U.S. Canada Mexico FranceGer-
manyItaly U.K.
Nether-
lands
Austra-
liaIndia
Which of the following have you done when you lost your temper with a customer service professional?
21© echo
Q.N8a Respondents who have lost their temper with a customer service professional
Significantly higher than 5 other markets at the 95% confidence level
Insisted on speaking
with a supervisor74% 64% 49% 52% 48% 37% 69% 33% 64% 63%
Hung up the phone 44% 41% 61% 29% 34% 29% 38% 42% 44% 39%
Threatened to switch
to a competitor39% 43% 31% 51% 38% 33% 39% 18% 36% 35%
Demanded to know
the customer service
professional’s name
31% 26% 40% 24% 34% 30% 32% 33% 27% 41%
Used profanity 16% 16% 13% 2% 7% 7% 8% 8% 12% 11%
Stormed out of the
store13% 15% 35% 13% 10% 15% 12% 3% 17% 19%
Not Shown: 11% or less None of these
Consumers are annoyed by typical scripted responses used by customer service professionals
Consumers in Mexico and France are especially annoyed when they are asked to hold or to
call back at a another time (42% and 49%, respectively). In the Netherlands, consumers do not
like to hear that their call has progressed in the queue and will be attended to by the next
available operator (32%). Consumers in the U.S., Canada, U.K., Australia, and India do not like
to hear, “your call is important to us, please continue to hold.”
U.S. Canada Mexico FranceGer-
manyItaly U.K.
Nether-
lands
Austra-
liaIndia
We’re sorry, but we’re
experiencing unusually heavy call
Which of the following phrases frequently used by customer service professionals do you find most annoying?
22© echo
Q.N13
Significantly higher than 5 other markets at the 95% confidence level
experiencing unusually heavy call
volumes. You can hold or call back
at another time.
27% 27% 42% 49% 27% 31% 30% 25% 24% 15%
We’re unable to answer your
question. Would you please call
this number so that you can speak
with a representative from another
team
27% 27% 31% 26% 32% 26% 25% 27% 26% 23%
Your call is important to us, please
continue to hold.26% 26% 11% 2% 6% 10% 28% 3% 26% 34%
Can you please repeat your
account information?7% 6% 4% 5% 2% 5% 4% 3% 5% 5%
Let me check with my supervisor. 5% 5% 4% 4% 4% 6% 4% 5% 3% 8%
Your call has progressed in the
queue and will be attended to by
the next available operator.
5% 6% 7% 12% 24% 19% 8% 32% 13% 14%
Not Shown: 9% or less None of these
Small businesses do customer service better than large businesses
In nearly all markets, the majority of consumers believe that small businesses place a greater
emphasis on customer service than large businesses. Consumers are most likely to agree with
this idea in Canada (82%), the U.S. (81%) and India (80%).
Compared to large businesses, do you think the emphasis small businesses place on customer service is…?
23
15% 14% 13% 17% 16% 18% 14% 12% 15% 17%
39% 40% 37%37%
45%49%
43%38%
41% 33%
43% 42%44% 40%
35% 28%39%
43%40% 47%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
United States Canada Mexico France Germany Italy United Kingdom Netherlands Australia India
No different than large businesses Somewhat greater Much greater
© echo
Q.N12 Significantly higher than 5 other markets at the 95% confidence level
81%
GreaterEmphasis
82% 81% 77% 81% 77% 82% 81% 81% 80%
Not Shown: 7% or less None of these
Negotiating with a customer service professional is preferred over other difficult interactions
Consumers in most countries indicate that negotiating with a customer service representative
is preferred over spending the holidays with the in-laws, asking their boss for a raise, giving a
public speech, or telling someone else’s kids to behave in a store.
Slightly more in the U.S., Canada, and Italy prefer spending time with their in-laws over
negotiating with a customer service professional.
Ranked 1st or 2nd
most preferred.U.S. Canada Mexico France
Ger-
manyItaly U.K.
Nether-
lands
Austra-
liaIndia
Rank the following interactions in order of preference from “1” most preferred to “5” least preferred.
24© echo
Q.N11
most preferred. many lands lia
Negotiating with a
customer service
professional
58% 58% 54% 59% 71% 47% 68% 62% 64% 57%
Spending the
holidays with in-laws63% 62% 32% 52% 39% 52% 50% 46% 49% 40%
Asking your boss for
a raise35% 31% 50% 37% 31% 48% 35% 45% 37% 50%
Giving a public
speech to hundreds
of people
25% 29% 42% 24% 28% 35% 24% 27% 27% 32%
Telling someone
else’s kids to behave
in a store
20% 20% 23% 28% 31% 18% 24% 21% 24% 21%
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