Consumers Demand Fines for Long Hold Times

62% of Brits say companies should be penalized for slow responses

British consumers have lost patience with long hold times, and they want companies to pay the price. That’s the findings of a new Streetview survey by 8×8 Inc., a leading Platform provider for CX that combines Contact Center, Unified Communication, and CPaaS solutions.

While the UK average was 62% calling for fines, Belfast was the angriest city with 66% of people wanting to see action taken, while Cardiff was the least angry with 53.9% of people calling for fines.

Taken at a regional level, the data showed that across the country more than 60% agreed for action needing to be done. A number of people also believe that as companies put their prices up, customer service should also improve.

 

Accountability for Call Delays: The Public Speaks

8×8’s survey of 2,000 UK adults reveals a clear demand for better customer service:

  • 62% support fines for poor call handling
  • 66% of men back penalties vs. 59% of women
  • Support rises to 66% among those 55+, vs. just 47% of 16–24 year olds
  • Sentiment is strongest in Belfast, Edinburgh, and Manchester (65%+)
  • Even the least frustrated cities — Cardiff, Glasgow, Nottingham — saw support above 50%

“Older consumers are probably angrier than the youth because they’ve spent more of their lives on hold,” said Jamie Snaddon, EMEA MD at 8×8 Inc. “On a more serious note, what makes this annoying is that this is a very solvable issue. AI and automation can handle the routine queries that make up 90% of calls, freeing up agents to focus on complex, high-value conversations.”

Customers Say: If You Raise Prices, Raise Service Too

The survey also found that 78% of UK consumers expect better customer service when prices go up, rising to 84% among those aged 55 and over, and 89% in Cardiff. In Belfast, not a single respondent disagreed.

“The British public plays fair and they expect fairness back,” Snaddon added. “If prices increase, service levels should follow. This is a wake-up call for businesses: the contact centre isn’t just a cost or support centre — each call is a frontline brand experience. And if you miss it, you risk losing customers, not just calls.”

8×8: Helping Businesses Answer the Call

With one AI-powered platform for voice, video, chat, and contact centre, 8×8 helps organisations respond faster, work smarter, and deliver connected experiences — without the bloat.

 

 

author avatar
Trish Stevens Head of Content
Trish is the Head of Content for In the Channel Media Group as well as being Guest Editor of UC Advanced Magazine.
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