Kiwis are spending more and more time stuck on hold. 

For the third year in a row, ServiceNow’s Annual Customer Experience Report has seen phone wait times worsen.  

Last year, it’s estimated Kiwis spent 24 million hours on hold – approximately 9.7 hours per person.  

ServiceNow NZ Country Manager Kate Tulp told Mike Hosking the best space in 2024 was the transport space, while financial services and government lines have room for improvement.  

She says they’re seeing more customers choosing to engage with a digital method over a phone call when they’re available.  

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