Survey finds what today’s “now customer” really wants: Fast answers

Customer service calls shouldn’t last a moment longer than absolutely necessary. At least that’s what consumers reported in a recent online survey conducted in July by Harris Poll on behalf of NICE Systems.

Some 59 percent of Americans said they place the most value on quick and correct answers when speaking to a customer service agent on the phone. Surprisingly, few customers seem to care about being put on hold or transferred—only 6 percent and 3 percent respectively reported this was most important—as long as their issue is resolved as quickly as possible.

Today’s customers expect immediate answers and issue resolution, bringing about the new generation of the “now customer.” Organizations that can’t fulfill customer needs on the fly will fall behind. The data is clear: The most important element for customers is being able to get answers quickly and correctly.

Check out the data and analysis below for more customer insights.

What customers want

The survey of 2,040 U.S. adults, ages 18 and older, found that when speaking with a customer service agent on the phone, the following is most important to customers:

Get answers quickly and correctly


The agent doesn’t read from a script but has a real conversation


Not put on hold


Not transferred






Customers want their needs answered quickly and correctly, and instead of speaking to someone reading a script, they want to feel as if they are speaking with a real person. When there’s an issue, they want an agent whose full attention is focused on them and can resolve the problem ASAP.

And if they need to be transferred to a supervisor or other department, or put on hold while the agent searches for information? As long as the issue is resolved as quickly as possible, customers will be more forgiving. It’s important to avoid transfers and holds, but those items don’t rank nearly as high as the other customer service requirements.

For more information about how to capitalize on real-time technology and the NICE Engage Platform, visit

Abbreviated Methodology

This survey was conducted online within the United States by Harris Poll on behalf of NICE Systems from July 18-22, 2014 among 2,040 U.S. adults ages 18 and older. This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. For complete survey methodology, including weighting variables, please contact Erik Snider, Director of Corporate Communications, NICE at

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