Jacent survey: Pizza customers prefer auto-ordering to being put on hold

 
Jan. 25, 2006

SANTA CLARA, Calif. — Jacent Technologies, a supplier of voice-ordering platforms for automating inbound telephone calls, announced the results of its first State of Super Bowl Takeout Survey.

According to a news release, based on the responses of 151 people who took a Web survey, most consumers are receptive to using automated ordering systems if it shortens hold times.

"This survey was a way for us to show what we've been hearing from our customers," said Trevor Stout, president and CEO of Jacent Technologies. "Consumers are becoming less apt to wait on hold, and are becoming increasingly comfortable using technology, like automated ordering systems, to place their orders and avoid long wait times."

Key findings of the survey:

  • 55.3 percent of respondents were most likely to order pizza during the Super Bowl.
  • 46 percent of respondents are willing to wait on hold for 2 minutes or less; 38.7 percent will wait three minutes to five minutes; and 10 percent will wait six minutes to 10 minutes. Only 5.3 percent won't hold at all.
  • 56 percent of respondents would use an automated ordering system instead of waiting on hold, while 30.7 percent would consider using an automated system to shorten their wait time. Only 13.3 percent said they would not use an automated ordering system.

Operators say automated ordering is very helpful during hectic days.

"Since putting in the Jacent Voice Center, we have been able to enter an order much faster through the POS system," said Glenn Barker a Round Table Pizza franchisee in California. "In the past, we have handled increased call volume at peak times, such as Super Bowl Sunday, by throwing more people at the problem, but this system eliminates that. Plus, we've been able to improve our level of customer service dramatically."

Jacent Voice Center is a complete business call management system that allows managers full control over their phone sales operations while minimizing costly lost calls.


Topics: Operations Management , Telecommunications


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