Almost half of UK consumers have missed public sector appointments due to communication issues since the start of the pandemic, Vonage research says


LONDON–(COMMERCIAL THREAD) –Vonage (Nasdaq: VG), a global leader in cloud communications helping businesses accelerate their digital transformation, today announced new search revealing that 44% of public sector service users missed an appointment due to communication problems with the organization. This skyrockets to 70 percent of 18-24 year olds.

Vonage’s independent survey of 2,000 UK adults who have contacted public sector organizations since the Covid-19 lockdown * began, found more than a third (36%) felt extremely frustrated after their last interaction. Almost half of them (46%) attribute this to not being able to make contact through their preferred communication channel. In fact, 27% of respondents said their favorite channel was not available, despite 71% of respondents saying it would have improved their experience.

According to the survey, 88% of respondents want public sector organizations to send important messages directly to them, with email being the preferred channel for 43%, followed closely by SMS (41%). Twelve percent of 18-24 year olds would like to be notified via Facebook Messenger, while 15% of 25-34 year olds have chosen WhatsApp. These numbers will likely increase as the younger generation gets older.

When asked about their preferred global channel for contacting public sector organizations, respondents again chose email (33%) followed by SMS (25%). The top reasons cited for the email were “the message is documented for reference” and “I can easily respond if needed” (both 47%). Those who prefer texting chose the channel because they “can be reached instantly, anywhere, anytime” (56%) and are “unlikely to miss the message” (55%).

NHS The data shows that missed GP appointments alone cost the NHS £ 216million per year, meaning that the annual cost to public money of all those missed appointments in the industry is likely to be be important.

David Darmon, Vonage vice president of sales for the EMEA region, commented: “The fact that almost half of respondents and almost three quarters of 18-24 year olds missed their appointments because of these issues. indicates a growing problem in how the public sector communicates with its citizens.

“Sending letters may have worked well enough in the past, with just 18% of people over 55 missing an appointment, but preferences change rapidly, with our research showing that this group of people he age now favors e-mails (46%) and text messages (23%).

“We are at the start of a communications revolution as organizations around the world accelerate their digital transformation journeys to deliver a better customer experience, increasingly recognizing that it is a key competitive differentiator. This research highlights that in an increasingly virtual world, it is critical that public sector organizations stay connected to service users from anywhere through their preferred communication methods, as the demand for exceptional customer experiences is growing. has never been so big ”.

Vonage is a provider of Crown Commercial Service (CCS) G-Cloud framework for its Messages API, with its Vonage Business Communications and Vonage Contact Center solutions. The G-Cloud framework enables public sector organizations to research, evaluate, and purchase cloud services from select vendors. CCS helps the public sector achieve maximum business value when purchasing common goods and services. In 2019/20, CCS helped the public sector achieve business benefits worth over £ 1 billion, supporting world-class public services that deliver the best value for taxpayers.

Vonage offers an end-to-end communications experience, from unified communications and contact centers to communications APIs that enable the integration of video, voice, messaging, chat and verification into customer applications, products and workflows. The Vonage Messages API integrates with SMS, MMS, and popular social chat apps – such as WhatsApp, Facebook Messenger, and Viber – so organizations can connect with customers along their journey to engage, respond to their requirements and provide real-time support.

For more information, To download the research report.

* Research conducted via an insights agency based in London, Questions of opinion. Sample: 2,003 UK-based adults who have had reason to be in contact with public sector organizations since the start of the Covid-19 lockdown. Field dates: 27.05.2021-03.06.2021.


About Vonage

Vonage (Nasdaq: VG), a global leader in cloud communications, helps businesses accelerate their digital transformation. Vonage’s communications platform is fully programmable and enables the integration of video, voice, chat, messaging and verification into existing products, workflows and systems. Vonage’s fully programmable unified communications and contact center applications are built on the Vonage platform and enable businesses to transform the way they communicate and operate from the office or anywhere, providing tremendous flexibility and ensuring business continuity.

Vonage Holdings Corp. is headquartered in New Jersey and has offices in the United States, Europe and Asia.

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