Shocker! Survey Finds Customers Prefer Help from Live Agents

No real surprise here, but a new J.D. Power survey confirms what many of us already suspected…customer service issues handled by a computer automated response system (ARS or IVR) on the telephone generate significantly lower customer care ratings than those handled by a live agent.

According to the report, "[C]ustomers who speak with a live agent on the telephone provide an average index score of 127 points, which is significantly higher than the industry average of 98 points. However, customers contacting their carrier through an ARS system rate their experiences significantly lower, averaging 92 index points."