America’s Speech Patterns Uncovered – New Marchex Institute Call Analytics Data Ranks Each State for Impatience, Chattine...
February 02 2016 - 09:00AM
Business Wire
Patience may be a virtue, but it is increasingly harder to find
among U.S. consumers, according to a new report titled “America’s
Speech Patterns Uncovered,” released today by the Marchex
Institute, the data and insights center for mobile advertising
analytics company, Marchex (NASDAQ:MCHX).
This Smart News Release features multimedia.
View the full release here:
http://www.businesswire.com/news/home/20160202005204/en/
Marchex Call DNA technology measured hold times, rate of speech
and frequency of speech from a data set of more than four million
phone calls placed by consumers to businesses across a wide variety
of industries from 2013-2015. The data found that hold times often
lead consumers to hang up in frustration. In fact, analysts from
Marchex predict Americans will waste more than 900 million hours
waiting on hold in 2016, revealing an urgent need for businesses to
improve their customer service over the phone.
“America has become an ‘I-want-it-now’ culture,” said John
Busby, Senior Vice President of Marketing and Consumer Insights.
“Putting customers on hold puts businesses at huge risk. With a
smartphone in everybody’s hand, it’s easier than ever for consumers
to hang up and call a competitor.”
The Marchex Institute analyzed anonymous data from consumer
calls from all 50 states and found:
- Some states are more impatient than
others. Residents from Kentucky, Ohio, North Carolina and New York
are most likely to hang up when put on hold. Across a wide variety
of industries, median hold times exceed six minutes.
- In our hyper-connected lives, Americans
are talking faster than ever. Marchex data found the fastest
talkers come from the Pacific Northwest, New England and upper
Midwest. The top five states with “fast talkers” are Oregon,
Minnesota, Massachusetts, Kansas and Iowa.
- Those who talk more slowly still have a
lot to say. Residents of North Carolina and South Carolina are near
the top of the list for “slow talkers,” yet also make the top 10
list of “most words in a phone conversation.”
- New Yorkers and Californians top the
list for most talkative. The study found that a New Yorker will use
62% more words than someone from Iowa when calling a business.
“Creating a genuine human connection over the phone is critical
for businesses across many industries,” Busby added. “Understanding
consumer behavior at the point of purchase provides opportunities
to improve customer satisfaction and increase revenue.”
Consumer adoption of smartphones is expected to prompt Americans
to make more than 100 billion phone calls to businesses in 2016.
Marchex Call DNA® enables marketers to better understand and
improve customer service and business performance during these
calls.
A full copy of the study, along with rankings for all 50 states,
can be found at
http://www.marchex.com/2016/02/02/talkative/
About Marchex
Marchex is a mobile advertising analytics company that connects
online behavior to real-world, offline actions. By linking critical
touchpoints in the customer journey, Marchex’s products enable a
360-degree view of marketing effectiveness. Brands and agencies
utilize Marchex’s products to transform business performance.
Please
visit www.marchex.com, blog.marchex.com or @marchex on
Twitter (Twitter.com/Marchex), where Marchex discloses
material information from time to time about the company, its
financial information, and its business.
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Marchex, Inc.Investor RelationsTrevor Caldwell,
206-331-3600ir(at)marchex.comorMedia Inquiries:March
Communications617-960-8896Marchex@marchcomms.com
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