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Customer Cursing: Which Types of Businesses Trigger the Most Frustration? New Marchex Call Analytics Data Shows Satellite TV and Housing Contractors Rank at the Top
The study examined rates of cursing across 20 service-related industries, such as hotels and auto dealers, which rely on consumer phone calls for sales.
- Satellite TV providers received the most cursing – 1 out of every 82 calls resulted in customers swearing.
- Veterinary clinics received the least amount of cursing over the phone – 1 out of every 2,634 calls.
- 64% of the conversations that included a curse word were from men; 36% from women.
The study follows up on a widely-recognized
Institute analysis released in May, which ranked the Top 5 and
Bottom 5 states where consumers were most likely or least likely to
curse when talking to businesses.
“Consumers expect great service and easy-to-understand pricing from
national and local businesses, and they aren’t afraid to voice their
displeasure when they don’t receive it,” said
“This should be a clear signal to businesses that long hold times leave a negative – and lasting – impression,” Busby said.
Here is the full list of cursing rates across the 20 industries. The numbers denote how often cursing occurs when customers are on the line with a business. (Ranked from Worst to Best).
|1. Satellite TV providers||
1 in every 82
|2. Housing contractors||90|
|3. Cable providers||123|
|4. Auto Repair||144|
|5. Tow Truck||159|
|8. Pest Control||215|
|9. Heating & Cooling||215|
|10. House Cleaning||218|
|11. Lawn Care||271|
|12. Carpet Cleaning||275|
|14. Home Buying||411|
|15. Auto Dealers||870|
|17. Property Management||1,390|
|19. Senior Living||1,742|
|20. Veterinary clinics||2,634|
Read more about the study on our blog here.
Please visit www.marchex.com, blog.marchex.com or @marchex on
Marchex Corporate Communications
Sonia Krishnan, 206-331-3434