Have you ever been 'frustrated' at having to wait for a delivery? Have you ever 'wasted time' waiting? Have you ever worked out what that has actually cost you? Apparently 39% of us have taken a day's holiday to wait in for a delivery or service appointment, and it's estimated it costs us £457.20 annually in lost time and wages!
That's according to a new report out highlighting the 'cost of waiting'..... to both customers and to the businesses that cause it!
41% of UK customers have switched or cancelled a service because of long wait times! The 'Cost Of Waiting' report by TOA Technologies was highlighted by The Insitute Of Customer Service and shows that:
- 53% of customers complained to friends about the company that delivered late,
- 16% posted their complaint online.
- 17% have refused to accept or cancelled a product because the delivery/service was late!
It also suggests that 75% claimed they would recommend a company for an on-time arrival!
It reminds me of the time I got a call from BT telling me that the guy who was supposed to be coming to our house the next day had been ill that day and as they weren't sure whether he would be in tomorrow, could they rearrange it? I was absolutely 'delighted' and told everyone about it!
Imagine that! Praising someone for not turning up! Of course, the point is, they TOLD me they weren't turning up, and it saved me wasting a day! Most of us accept that things go wrong - It's not just that companies deliver late, it's the fact that they don't tell us they're going to deliver late! The key is keeping us informed, and showing you care!
You can download the report here.
Anyway, let's hope that Father Christmas doesn't keep us all waiting in December the 25th!