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

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.
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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%
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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Description Source More information
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.
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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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