KANA software a leading customer service solution provider recently acquired by Verint have done some recent representative polling of UK adults to check the frequency that we check our devices by age, gender and activity.
Unsurprisingly the younger you are, in general, the more frequent is your response apart from the 55-64 year olds who possibly haven’t got time as they prepare for retirement!
In terms of what we are checking on various devices and their frequency the dreaded email heads the list although Twitter is up there near the top well ahead of facebook.
|Most frequently checked devices – all age groups|
|Email on smartphone||36.00|
|Twitter for replies||39.00|
|Phones for texts||48.00|
|PC or laptop for email||54.00|
|Facebook for messages||57.00|
Scarily we apparently spend 14 days a year complaining or waiting to complain. KANA explain “The average UK adult spends a “fraughtnight” — or nearly two weeks — each year waiting for service, making complaints and using digital channels to direct their ire at companies that provide poor service.
The average UK consumer has used 7.4 channels of electronic communication in the past six months. Amongst 18-to-24 year olds, this figure rises to 8.4 channels. The figure is lowest in the 65+ age bracket, but even this age band uses 6.2 methods of electronic communication.”