According to the 800,000 tweets analyzed, the company that customers complained about the most was Delta Airlines! See the complete list of offending companies.

1. Top 10Top 10
HOLD TIMEHOLD TIME
OFFENDERSOFFENDERS
IN 2017IN 2017
@
onholdwith

2. say “just ONE
unpleasant contact
center experience is
likely to make me take
my business
elsewhere.”
Source: YouGov

3. 1. Delta Airlines
2. Verizon
3. Southwest Airlines
4. Comcast
5. Apple
6. Bank of America
7. UPS
8. AT&T
9. United Airlines
10. Sprint

4. #10
@
sprintcare

5. @
united
#9

6. @
attcares
#8

7. of inquiries that
begin through
other channels
eventually
escalate to voice.

8. @
upshelp
#7

9. @
BofA_H
elp
#6

10. @
apple
#5

11. Can’t get a human on phone
Many phone steps needed
Long wait on hold
Extras are pitched
No apology for problem
Boring hold music
0 2 4 6 8 10
Scale 0-10, with 10 being the most annoying.
Source: Consumer Reports

12. @
com
castcares#4

13. @
southw
estair#3

15. @
vzw
support#2

16. @
delta
#1

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