The CallMiner Index: Customer switching by sector, the reasons and the impact on call centres

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Avoidable customer churn is costing British businesses £25 billion a year. 

As a company whose mission is that intelligence from customer interactions delivers better  customer experiences, CallMiner wanted to see why Britain’s consumers leave suppliers – and  how often this occurs, and by which sector.

Customer insight


CallMiner surveyed  1,000 UK adults to find out why consumers contact suppliers, how they were feeling when they contacted a call centre and which communications channels they preferred. What the survey uncovered is a switching epidemic – and that call centres play a pivotal role in whether consumers stay loyal or decide to switch.

Read research results of this switching epidemic and how call centres play a pivotal role in whether consumers stay loyal or decide to switch.