November 8, 2011
US Workers Lost $37 Billion Waiting for In-Home Services
According to a new survey, American workers lost an estimated $37 billion dollars sitting at home waiting for the cable guy and other in-home service providers during the past year.
The survey, which was conducted by Zogby at the behest of Ohio-based mobile workplace solutions firm TOA Technologies, included interviews of more than 1,000 U.S. citizens, at random, regarding their experiences related to waiting for home-based services, Jason O. Gilbert of the Huffington Post reported on Monday.
The study discovered that more than half of all those interviewed (58%) had been forced to wait for a service professional to arrive at their homes during the course of 2011, Gilbert said, and that "the annual cost of waiting per individual is equivalent to removing the average American from the workforce for more than two days."
"It's clear from this year's 'Cost of Waiting' survey that customer service needs to be a top priority for businesses in the current climate, not only because it can negatively affect a company's performance but because poor service around wait times has financial penalties for a company's own customers," TOA Technologies CEO and Co-Founder Yuval Brisker said in a statement.
"Waiting has a huge potential impact on both individual customers and the economy as a whole. Broadband, cable, satellite, retail and utility companies can actually help consumers save lost earnings at a time when so many people are looking for ways to conserve every dollar," he added. "All they need to do is respect the consumers time by reducing the 'wait window,' keeping their promises and arriving on time, sending the right person to do the job the first time and by communicating effectively throughout the process using every available means."
The Beachwood, Ohio-based company, who's initials stand for "Time of Arrival," created a special type of software, known as ETAdirect, that can allegedly reduce expensed acquired during that four to six hour "wait window," Fortune reporter Colleen Leahey said on Monday. She says that the software "acts as an air traffic controller of sorts for workers and technicians out in the field," and can "slash wait times for deliveries down to one hour."
The TOA study also revealed that Americans had to wait an average of four and a half hours for their service appointments, and half of them reported being forced to use a sick day or a vacation day so that they could be at home to wait on a service specialist or delivery to arrive. On the whole, the survey revealed that U.S. residents took the equivalent of nearly three days off of work to wait for cable, satellite, or Internet service, furniture delivery, etc., Gilbert added.
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