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America’s Speech Patterns Uncovered – New Marchex Institute Call Analytics Data Ranks Each State for Impatience, Chattiness, Fast-Talking
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Marchex Call DNA technology measured hold times, rate of speech and
frequency of speech from a data set of more than four million phone
calls placed by consumers to businesses across a wide variety of
industries from 2013-2015. The data found that hold times often lead
consumers to hang up in frustration. In fact, analysts from
“America has become an ‘I-want-it-now’ culture,” said
Some states are more impatient than others. Residents from
Kentucky, Ohio, North Carolinaand New Yorkare most likely to hang up when put on hold. Across a wide variety of industries, median hold times exceed six minutes.
In our hyper-connected lives, Americans are talking faster than ever.
Marchexdata found the fastest talkers come from the Pacific Northwest, New Englandand upper Midwest. The top five states with “fast talkers” are Oregon, Minnesota, Massachusetts, Kansasand Iowa.
Those who talk more slowly still have a lot to say. Residents of
North Carolinaand South Carolinaare near the top of the list for “slow talkers,” yet also make the top 10 list of “most words in a phone conversation.”
New Yorkers and Californians top the list for most talkative. The
study found that a New Yorker will use 62% more words than someone
Iowawhen calling a business.
“Creating a genuine human connection over the phone is critical for businesses across many industries,” Busby added. “Understanding consumer behavior at the point of purchase provides opportunities to improve customer satisfaction and increase revenue.”
Consumer adoption of smartphones is expected to prompt Americans to make more than 100 billion phone calls to businesses in 2016. Marchex Call DNA® enables marketers to better understand and improve customer service and business performance during these calls.
A full copy of the study, along with rankings for all 50 states, can be found at http://www.marchex.com/2016/02/02/talkative/
Please visit www.marchex.com, blog.marchex.com or @marchex on
Trevor Caldwell, 206-331-3600