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Consumers Demand Fines for Long Hold Times, 8×8 Survey Finds

Consumers Demand Fines for Long Hold Times, 8×8 Survey Finds

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

LONDON–(BUSINESS WIRE)–
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. (NASDAQ: EGHT), the industry’s most integrated 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 Managing Director 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.

To see the full public responses or explore regional insights, visit: https://charts.opinionmatters.com/J11958MAT/J11958MAT_Q8-9_DDD.html

Other Streetview surveys, reflecting the thoughts of the UK with regards to contact centres and customer experiences, will be released over the summer.

About 8×8 Inc.

8×8, Inc. (NASDAQ: EGHT) connects people and organizations through seamless communication on the industry’s most integrated platform for Customer Experience – combining Contact Center, Unified Communication, and CPaaS solutions. The 8×8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. 8×8 helps customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. For additional information, visit www.8×8.com, or follow 8×8 on LinkedIn, X, and Facebook.

Copyright 8×8, Inc. 8×8® is a trademark of 8×8, Inc. All rights reserved.

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KEYWORDS: Europe Ireland United Kingdom

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