Top 10Top 10

HOLD TIMEHOLD TIMEOFFENDERSOFFENDERS

IN 2017IN 2017

@onholdwith 

say “just ONE unpleasant contact center experience is  likely to make me take 

my business elsewhere.”

Source: YouGov

1. Delta Airlines

2. Verizon

3. Southwest Airlines

4. Comcast

5. Apple

6. Bank of America

7. UPS

8. AT&T

9. United Airlines

10. Sprint

#10@sprintcare 

@united #9

@attcares #8

of inquiries that begin through other channels 

eventually escalate to voice. 

@upshelp #7

@BofA_Help#6

@apple #5

Can’t get a human on phone

Many phone steps needed

Long wait on hold

Extras are pitched

No apology for problem

Boring hold music

0 2 4 6 8 10

Scale 0-10, with 10 being the most annoying.

Source: Consumer Reports

@comcastcares #4

@southwestair #3

@vzwsupport #2

@delta #1

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