British Consumers Demand Fines for Long Hold Times, 8x8 Survey Reveals

British Consumers Demand Fines for Long Hold Times, According to 8x8 Survey LONDON--(BUSINESS WIRE)--British consumers are tired of waiting on the phone and are calling for companies to be fined for excessive hold times, according to a new survey by 8x8, Inc. (NASDAQ: EGHT), a leading provider of integrated platforms for customer experience (CX) that combine contact centers, unified communications, and communication platform as a service (CPaaS) solutions. The survey, which polled 2,000 UK adults, found that 62% of British consumers believe companies should face penalties for long wait times. Belfast topped the list as the angriest city, with 66% of respondents favoring fines, while Cardiff was the least upset, with 53.9% of its residents calling for punitive measures. Accountability for Call Delays: The Public’s Verdict The data indicates that across the country, more than 60% of respondents agree that action should be taken to address long hold times. Additionally, many consumers feel that as companies raise their prices, they should also improve their customer service. "Older consumers, who have likely spent more of their lives on hold, are notably more frustrated. However, the issue is far from insurmountable," said Jamie Snaddon, EMEA Managing Director at 8x8, Inc. "AI and automation can manage up to 90% of routine customer inquiries, allowing agents to focus on complex and high-value interactions." Higher Prices, Higher Service Expectations The survey also revealed that 78% of UK consumers expect better customer service when prices increase. This sentiment is particularly strong among older age groups, where 84% of those aged 55 and over demand improved service. In Cardiff, 89% of respondents expected better service with higher prices, while in Belfast, there was unanimous agreement. "The British public values fairness, and they expect companies to reciprocate it. If prices rise, service standards should too," Snaddon noted. "This is a critical message for businesses: the contact center is not just a cost center; it's a crucial touchpoint for brand experience. Missing this opportunity can mean losing customers, not just calls." 8x8: A Solution for Better Customer Interactions 8x8 offers an AI-powered platform that integrates voice, video, chat, and contact center functionalities, enabling organizations to respond faster, work smarter, and deliver connected experiences. The platform is designed to streamline operations and enhance customer satisfaction without adding unnecessary complexity. To view the complete survey results and explore regional insights, visit: https://charts.opinionmatters.com/J11958MAT/J11958MAT_Q8-9_DDD.html Additional Streetview surveys, focusing on various aspects of contact centers and customer experiences in the UK, will be released throughout the summer. About 8x8, Inc. 8x8, Inc. (NASDAQ: EGHT) is a pioneering company that connects people and organizations through seamless communication using the industry's most integrated platform for Customer Experience. The 8x8® Platform for CX incorporates AI to personalize customer journeys, enhance operational excellence, and foster team collaboration. By supporting customer experience and IT leaders, 8x8 aims to transform every interaction into a valuable brand engagement. For more information, visit www.8x8.com, or connect with 8x8 on LinkedIn, X, and Facebook. Copyright 8x8, Inc. 8x8® is a registered trademark of 8x8, Inc. All rights reserved.