ServiceNow investigates the state of Australian customer experience

For the third time since 2021, we’ve worked with ServiceNow to investigate the state of customer experience across Australia and New Zealand in their annual Customer Experience Intelligence Report ANZ.

A key metric from the research shows the time Australians are investing in dealing with customer service departments across multiple industries – 107 million hours in total across 2023 complaining or trying to get issues resolved, an increase from 2022.

For more on ServiceNow’s Customer Experience Intelligence Report, you can visit their website, and check out the below media coverage.

The report: Customer Experience Intelligence Report ANZ.

Sunrise:The staggering amount of time Aussie customers are being left ‘on hold’ is revealed, as wait times skyrocket

The Daily Telegraph: Customer service call wait times: Aussies spending over 10 hours on hold