22.3 million hours spent on hold for customer service in NZ in 2023, a 13% increase, costing NZD$167m in lost productivity.

22.3 million hours were spent on hold in NZ for customer service in 2023, a 13% increase from 2022, according to ServiceNow's 2024 Customer Experience Intelligence Report. This equates to NZD$167m in lost productivity during work hours. 95% of Kiwis are changing spending behaviour due to cost-of-living pressures, with 81% saying rising costs decrease their patience with poor service.

May 01, 2024
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