- Posted on March 10, 2015
- by Alan Blume
This week I investigated purchasing four products or renewals. These include a healthcare plan renewal, a QuickBooks upgrade to the 2013 version, a Dell laptop and re-subscribing to Netflix. Each of these required a call to the respective customer service department. There was a massive discrepancy in wait time and customer service experience, and some might be surprised at the results:
Netflix won handily for wait time and customer service experience. Though their service is only about $100 a year, I was greeted by an automated voice stating my wait time would be about a minute, a representative answered the call within 40 seconds and spoke English perfectly. There was no background noise on the call (if it was a call center I couldn’t tell), and I was up and running within a couple of minutes.
Dell finished second, the wait time was a few minutes, and I was connected to a representative who had an accent, but was understandable. He seemed to understand my questions, was patient, and at the end of the conversation I placed an order for a new Dell XPS13 solid state laptop with Microsoft Office. Overall, it was a good experience, at a purchase price of about $1,300.
QuickBooks finished a distant third, with a very poor customer service experience. The wait time was about 15 minutes, and we finally reached what we assumed was an offshore call center with significant background noise. The representative had a very strong accent and was very difficult to understand. The call clarity was poor and the advice offered was questionable. We were uncertain if the representative really understood the question. A QuickBooks upgrade is about $240.
And in last place, far behind the pack from a wait time perspective, was my healthcare renewal. It took 28 minutes to connect with a representative to discuss the health plan options from Tufts Health Plan. Once through, the experience was much better than QuickBooks, in that the representative was easy to understand and proficient with the plans. That said, there were so many plan nuances, it was still challenging to discuss. The wait time was egregious, especially considering the renewal which is valued at around $14,000. There are at least two “big” issues here, with the vast array of plan options, the system is overly complex and too confusing, causing too many questions and service challenges. And with rapidly escalating healthcare costs, consumers are increasingly concerned, resulting in more questions.
The correlation is interesting here, with the worst wait time associated with the highest cost item, ten times the cost of the other purchases. The conclusions are obvious here, though the answer in one case is complex. I would order Netflix and Dell again based on these experiences. QuickBooks remains a concern, but we won’t likely switch (maybe they know that). And our healthcare system remains costly and confusing, still broken and in need of improved transparency and efficiency.
Posted in: business, Customer Service, Home Office Business, Virtual Business