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Sophia Taha

Research reveals 33% of North West consumers prefer phones to online

Research has revealed that 33% of North West consumers prefer using the phone to get information about businesses than checking online.

The study of 1,000 consumers, conducted by global research consultancy TNS on behalf of PH Media Group, discovered that the region would still rather have enquiries like opening times answered quickly over the phone.

Sales and Marketing Director, PH Media Group, Mark Williamson, said: “Although companies in the North West are putting more and more effort into the way their websites look, these stats show they are missing a trick if they don’t do the same with their phone line.

“The phone remains a key method of communication and a core component of brand image.”

Interestingly, 30 per cent of those in the North West even prefer on-hold messages to actually speaking to a customer service adviser.

This trend is particularly strong among the young, with 39 per cent of 16 to 24-year-olds and 41 per cent of 25 to 34-year-olds in the UK preferring on-hold messaging to a customer service adviser (in contrast to only 15 per cent of 54 to 64-year-olds.)

North West consumers, however, were the least receptive when it comes to using the phone. Londoners (52%) were the most likely to pick up the phone when it comes to gathering company information, closely followed by the Scots (50%).

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