Random Lengths Phone Practices Survey

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A Random Lengths survey about what people think about their own, and others', phone habits in the wood products industry. Updated: February 25, 2005

1. What is your type of business?
  Response Percent Response Total
    Producer
 27.7% 322
    Wholesaler
 29.5% 343
    Co-op
 0.9% 11
    Retailer
 20.8% 242
  Other (please specify)
 21.1% 246
Total Respondents   1164
(skipped this question)   0
2. What is your job?
  Response Percent Response Total
    Trader
 21.6% 250
    Sales Manager
 17.7% 205
    Executive
 27.5% 319
  Other (please specify)
 33.3% 386
Total Respondents   1160
(skipped this question)   4
3. How many hours each day do you spend on the phone?
  Response Percent Response Total
    less than 3 hours
 35.8% 412
    3-6 hours
 50.1% 577
    more than 6 hours
 14.1% 162
Total Respondents   1151
(skipped this question)   13
4. How long does the average conversation last?
  Response Percent Response Total
    less than 1 minute
 1.8% 21
    1-5 minutes
 76.3% 877
    more than 5 minutes
 21.9% 252
Total Respondents   1150
(skipped this question)   14
5. Do you use a (select all that apply):
  Response Percent Response Total
  speaker phone?
 39% 375
  headset?
 50.3% 484
  speed dial system?
61.1% 588
Total Respondents   962
(skipped this question)   202
6. If the person you're trying to reach is tied up, on average, how long will you hold?
  Response Percent Response Total
    Not at all
 5.6% 64
    1 minute or less
 34.7% 397
    1-2 minutes
 45.1% 516
    2 minutes or more
 14.5% 166
Total Respondents   1143
(skipped this question)   21
7. What does your company play for its callers placed on hold?
  Response Percent Response Total
    Music
 37.6% 428
    News
 1.4% 16
    Company information
 19.4% 221
    Silence
 36.1% 411
  Other (please specify)
 5.4% 62
Total Respondents   1138
(skipped this question)   26
8. What would you prefer to hear when you're on hold?
  Response Percent Response Total
    Music
 49.8% 567
    News
 25.2% 287
    Company information
 13.5% 154
    Silence
 9.7% 111
  Other (please specify)
 1.8% 20
Total Respondents   1139
(skipped this question)   25
9. How often are you put on hold interminably without anyone checking to see if you want to leave a message?
  Response Percent Response Total
    Frequently
 20.7% 235
    Occasionally
 70.3% 797
    Never
 9% 102
Total Respondents   1134
(skipped this question)   30
10. When you're on hold, how often do you like the switchboard to check back with you?
  Response Percent Response Total
    Never
 2.7% 31
    Every few minutes
 44.3% 502
    Every minute
 48.3% 547
  Other (please specify)
 4.7% 53
Total Respondents   1133
(skipped this question)   31
11. Do you prefer reaching automated telephone answering systems?
  Response Percent Response Total
    Yes
 10.8% 122
    No
 77.3% 875
    No Preference
 11.9% 135
Total Respondents   1132
(skipped this question)   32
12. Under what circumstances do you use e-mail instead of the phone? [VIEW COMMENTS]
(Comments supplementary to an article published in the March 4, 2005, issue of Random Lengths.)
 Total Respondents  
 952
(skipped this question)   212
13. Do you have a receptionist screen your calls?
  Response Percent Response Total
    Always
 16.5% 185
    Sometimes
 30.3% 339
    Never
 53.1% 594
Total Respondents   1118
(skipped this question)   46
14. What's your policy on how soon you return phone calls?
  Response Percent Response Total
    Within an hour
 35.1% 394
    The same day
 25.9% 290
    Within 24 hours
 5.3% 59
    No policy
 19.8% 222
  Other (please specify)
 13.9% 156
Total Respondents   1121
(skipped this question)   43
15. What are your pet peeves?
Indifferent Slightly annoying Somewhat annoying Very annoying Most annoying Response Average
Being put on hold without being told you're going to be put on hold
6% (64) 11% (123) 19% (215) 40% (445) 23% (260) 3.64
Not being given the option to queue on hold
11% (113) 15% (165) 31% (329) 32% (342) 12% (125) 3.19
Talking to someone who is using a speaker phone
19% (207) 19% (202) 23% (244) 22% (239) 18% (192) 3.01
Talking to someone who is using a cordless/cellular device that is cutting out
5% (60) 19% (215) 29% (323) 35% (384) 11% (122) 3.27
Having to listen to something unpleasant while holding
13% (142) 25% (277) 30% (326) 22% (241) 11% (118) 2.92
Being asked to identify myself
61% (668) 15% (167) 12% (133) 7% (77) 5% (57) 1.81
Having a person not identify themselves when they answer
24% (266) 28% (304) 23% (255) 17% (186) 8% (92) 2.58
Playing phone tag
17% (184) 25% (272) 31% (337) 18% (199) 9% (104) 2.79
Having a call answered by an automated system
16% (180) 15% (163) 18% (197) 21% (229) 30% (337) 3.34
Voice mail that doesn't give the option to return to a live operator when called party is absent/busy
11% (126) 13% (145) 20% (224) 24% (269) 31% (340) 3.50
Being put through to voice mail without being told that called party is absent/busy
10% (114) 11% (121) 18% (204) 26% (284) 35% (383) 3.63
Being told that the called party isn't available without being offered options
6% (64) 14% (155) 25% (279) 31% (347) 23% (257) 3.52
Having to share the attention of called party with other callers or duties
9% (102) 18% (198) 28% (312) 26% (283) 19% (208) 3.27
Total Respondents   1107
(skipped this question)   57
16. What is the most frustrating aspect of doing business on the telephone? [VIEW COMMENTS]
 Total Respondents  
 794
(skipped this question)   370
17. Enough criticism... are there any practices that you wish to compliment? [VIEW COMMENTS]
 Total Respondents  
 634
(skipped this question)   530