Results: To Take This Survey, Press 1
1.
1.
When you call a business, how much does it bother you when your call is answered by an automated response system instead of a human being? A lot
41%
•
803 votes
Somewhat
19%
•
375 votes
It Depends
23%
•
445 votes
Very Little
5%
•
95 votes
Not At All
5%
•
104 votes
N/A
7%
•
133 votes
2.
2.
What do you dislike about automated response systems? Having to listen to a long list of menu choices before arriving at the one you need.
67%
•
1319 votes
Voice recognition can't understand what you're saying no matter how carefully you speak.
42%
•
818 votes
They seem so impersonal.
24%
•
465 votes
The technology eliminates jobs.
23%
•
457 votes
None of the above
4%
•
74 votes
N/A
10%
•
188 votes
Other (please specify)
2%
•
39 votes
| Other Answers | Percentage | Votes |
| 0.21% | 7 | |
| all of the above | 0.15% | 5 |
| repeat of the same automated voice saying the same thing over and over | 0.03% | 1 |
| the worst companies are the ones that use a call centre in a foreign country | 0.03% | 1 |
| sometime no option is good enough. | 0.03% | 1 |
| they take so much time to use. | 0.03% | 1 |
| having to punch in id numbers | 0.03% | 1 |
| there is almost never an option listed "speak to a representative." although i've read that you can say those words and usually, because it can't understand you, it will put you to a human. try it. | 0.03% | 1 |
| the amount of time it takes to reach a rep to talk to! | 0.03% | 1 |
| option always too vague to answer my question. | 0.03% | 1 |
| 'press 1 for english'! uhg! | 0.03% | 1 |
| sometimes don't have the right options for what you need | 0.03% | 1 |
| talking to a human, asked getting help right away. | 0.03% | 1 |
| hangs up on u | 0.03% | 1 |
| all the above | 0.03% | 1 |
| all above | 0.03% | 1 |
| the fact that it's not a human being | 0.03% | 1 |
| your reason isn't always listed | 0.03% | 1 |
| when you finally get a "live" person, you can't understand them and they repeat everything you say back to you. | 0.03% | 1 |
| it's impossible to get to a real person | 0.03% | 1 |
| not as precise as a person actually answering the phone/many errors | 0.03% | 1 |
| being unable to get to a person who can anser my question | 0.03% | 1 |
| being told over and over how important my call is. | 0.03% | 1 |
| pressing the wrong button and having to gkmenu or call back again and again until you finally get it right. | 0.03% | 1 |
| the musak while on hold! | 0.03% | 1 |
| horrible music | 0.03% | 1 |
| logic loops! grrrr | 0.03% | 1 |
| when it takes to much time. | 0.03% | 1 |
| flaws with their voice system. | 0.03% | 1 |
3.
3.
What annoying things have you experienced when dealing with an automated response system? You select an option and the line hangs up on you.
46%
•
898 votes
You select an option and get some sort of error, like a notice of a full voicemail box.
30%
•
577 votes
The system suddenly switches to a foreign language and goes on and on.
11%
•
211 votes
Voice recognition system directs you to something that has absolutely nothing to do with your topic.
44%
•
865 votes
None of the above.
10%
•
201 votes
N/A
12%
•
237 votes
Other (please specify)
3%
•
51 votes
| Other Answers | Percentage | Votes |
| 0.23% | 7 | |
| all of the above | 0.13% | 4 |
| all the above | 0.07% | 2 |
| no option to speak with a rep. | 0.03% | 1 |
| none of the options offered really fit what you need and there is no way to speak to a person. | 0.03% | 1 |
| having to go from dept to dept & still not finding the right person to help | 0.03% | 1 |
| often the options don't include the option you need | 0.03% | 1 |
| listening to kenny g for like 40 minutes just to be put back on with a machine | 0.03% | 1 |
| all above | 0.03% | 1 |
| when you are directed to your option of choice and are put on hold for an extended length of time only to have the call disconnected/dropped! | 0.03% | 1 |
| long wait | 0.03% | 1 |
| all of the above and more! | 0.03% | 1 |
| select & have to wait on the line forever | 0.03% | 1 |
| you cannot explain the specifics to an automated system | 0.03% | 1 |
| they put you on hold | 0.03% | 1 |
| automated systems that don't have an obvious way of connecting to a real person when i know that i can't solve my issue through the automated system. | 0.03% | 1 |
| push 2 for spanish | 0.03% | 1 |
| the wait time to talk to a person who can help | 0.03% | 1 |
| not knowing which option is appropriate for my issue. | 0.03% | 1 |
| can't back up if you make a mistake such as putting in your account number | 0.03% | 1 |
| why do i have to press 1 for english? this is the usa | 0.03% | 1 |
| as stated above, that there is no choice given for "speak to a representative." | 0.03% | 1 |
| going thru options, then says were are closed | 0.03% | 1 |
| you select an option and then it takes you to another list of options | 0.03% | 1 |
| logic loops | 0.03% | 1 |
| voice recognition system never understand what i say | 0.03% | 1 |
| the musak while on hold! | 0.03% | 1 |
| when i ask for a human and i don't get one | 0.03% | 1 |
| menu after menu after menu | 0.03% | 1 |
| choice not listed | 0.03% | 1 |
| there is no offered option for my question | 0.03% | 1 |
| the inability to reach a human! | 0.03% | 1 |
| none of the options given seem right | 0.03% | 1 |
| listening to an advertisement | 0.03% | 1 |
| does not understand me | 0.03% | 1 |
| when its not working right | 0.03% | 1 |
| all of the above and it is rude | 0.03% | 1 |
| just waiting and waiting | 0.03% | 1 |
| cannot seem to get a live person no matter how many options you press, even 0. | 0.03% | 1 |
| when i call a local company for help and get a person in india. | 0.03% | 1 |
| takes too much time | 0.03% | 1 |
4.
4.
Sometimes it's possible to bypass an automated response system, but what works depends on the system. Have you ever tried any of the following to get a live person on the line? Pressing the "0" key.
58%
•
1135 votes
Pressing the "0" key several times quickly.
20%
•
396 votes
Pressing the "#" key.
11%
•
212 votes
Saying "Operator".
22%
•
427 votes
Saying "Agent".
13%
•
259 votes
Saying "Representative".
19%
•
376 votes
Saying "Human".
7%
•
136 votes
Yelling "HELP!".
6%
•
122 votes
Uttering a string of profanities.
6%
•
127 votes
Doing and saying absolutely nothing until the system times out.
11%
•
207 votes
None of the above.
9%
•
180 votes
N/A
13%
•
253 votes
Other (please specify)
1%
•
16 votes
| Other Answers | Percentage | Votes |
| 0.13% | 5 | |
| all the above | 0.03% | 1 |
| saying custermer service | 0.03% | 1 |
| hang up and call again | 0.03% | 1 |
| listen for option to listen to a human. sometimes it is not zero | 0.03% | 1 |
| all of the above | 0.03% | 1 |
| just hang up | 0.03% | 1 |
| hang up | 0.03% | 1 |
| act like i am a new customer trying to open an account, it get me in most all of the time. i then tell the salesperson that i know they can't help me but could the connect me to (usually tech rep) and then i get right in, works almost 97% of the tim | 0.03% | 1 |
| cough | 0.03% | 1 |
| choosing "other" from the list of choices | 0.03% | 1 |
| pressing random numbers | 0.03% | 1 |
5.
5.
If you had to choose one, which would you rather deal with? An automated response system.
74%
•
1443 votes
A human in an overseas call center who can barely speak or understand English.
26%
•
512 votes
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