Consumers' willingness to wait on hold, customer service by phone 2012

This survey shows the length of time that U.S. consumers are willing to wait on the line when contacting a customer service center by telephone. 28 percent of respondents are prepared to wait between 5 and 10 minutes.

When you contact a customer service center by phone, what is the maximum amount of time you are willing to wait on hold?

Percentage of respondents
Less than 5 minutes19%
5 to 10 minutes28%
10 to 15 minutes 21%
15 to 30 minutes21%
30 minutes to 1 hour5%
1 hour or more7%
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Source

Release date

May 2012

Region

United States

Survey time period

February 22. - 29., 2012

Number of respondents

1,000 respondents

Age group

8-19 years

Method of interview

Face-to-face interview

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Statistics on "Call centers in the U.S."

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