1. 62% of UK consumers favor fines for long customer service wait times. 2. 78% expect improved service alongside rising prices. 3. Older demographics show higher demand for accountability in customer service. 4. Survey suggests AI could improve call handling and agent efficiency. 5. Survey reflects a potential shift in business strategies for customer experience.
The findings suggest demand for 8x8's solutions, which could drive revenue. Historically, companies emphasizing customer service experience post similar surveys see stock price increases.
The survey highlights pressing consumer expectations, directly impacting demand for 8x8’s services. The data is likely to resonate with potential clients facing scrutiny over service issues.
Immediate recognition of customer service importance may lead to increased adoption of 8x8's services. This demand relates closely to current consumer sentiment, which tends to shift quickly.
LONDON--(BUSINESS WIRE)-- British consumers have lost patience with long hold times — and they want companies to pay the price. That’s the findings of a new Streetview survey by 8x8, Inc. (NASDAQ: EGHT), the industry's most integrated Platform provider for CX that combines Contact Center, Unified Communication, and CPaaS solutions.
.@8x8 survey reveals that 62% of British consumers think companies should be penalized for long wait times #contactcenter #CX #customerexperience
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While the UK average was 62% calling for fines, Belfast was the angriest city with 66% of people wanting to see action taken, while Cardiff was the least angry with 53.9% of people calling for fines.
Taken at a regional level, the data showed that across the country more than 60% agreed for action needing to be done. A number of people also believe that as companies put their prices up, customer service should also improve.
Accountability for Call Delays: The Public Speaks
8x8’s survey of 2,000 UK adults reveals a clear demand for better customer service:
“Older consumers are probably angrier than the youth because they’ve spent more of their lives on hold,” said Jamie Snaddon, EMEA Managing Director at 8x8, Inc. “On a more serious note, what makes this annoying is that this is a very solvable issue. AI and automation can handle the routine queries that make up 90% of calls, freeing up agents to focus on complex, high-value conversations.”
Customers Say: If You Raise Prices, Raise Service Too
The survey also found that 78% of UK consumers expect better customer service when prices go up — rising to 84% among those aged 55 and over, and 89% in Cardiff. In Belfast, not a single respondent disagreed.
“The British public plays fair and they expect fairness back,” Snaddon added. “If prices increase, service levels should follow. This is a wake-up call for businesses: the contact centre isn’t just a cost or support centre — each call is a frontline brand experience. And if you miss it, you risk losing customers, not just calls.”
8x8: Helping Businesses Answer the Call
With one AI-powered platform for voice, video, chat, and contact centre, 8x8 helps organisations respond faster, work smarter, and deliver connected experiences — without the bloat.
To see the full public responses or explore regional insights, visit: https://charts.opinionmatters.com/J11958MAT/J11958MAT_Q8-9_DDD.html
Other Streetview surveys, reflecting the thoughts of the UK with regards to contact centres and customer experiences, will be released over the summer.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) connects people and organizations through seamless communication on the industry's most integrated platform for Customer Experience – combining Contact Center, Unified Communication, and CPaaS solutions. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. 8x8 helps customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, X, and Facebook.
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