A new report from Moneypenny, the world’s leading customer conversations company, shows SMBs believe they are delivering a better call experience than their customers perceive. The research was commissioned among 2,000 SMBs and 2,000 consumers to understand the gap between business and customer perceptions, and across every single contact method tested, businesses scored themselves significantly higher than customers.

Crucially, the research also suggests that when service falls short, customers are unlikely to complain, instead choosing to go elsewhere, creating a hidden and often unmeasured revenue risk for businesses.

“Across each channel, there were significant gaps between how SMBs graded themselves versus their customers – some as high as 32 percentage points,” said Jesper With-Fogstrup, Group Chief Executive Officer for Moneypenny. “The survey also revealed that the channels SMBs rely on the most to drive sales conversions are often those that fall short in terms of meeting customer expectations, highlighting a critical disconnect.”

For example, 64% of SMBs surveyed said their social media drives conversion, but only 32% of consumers felt it meets expectations. Company web forms show a similar perception gap, with 64% of SMBs believing they drive conversion but only 32% of consumers feeling they meet expectations. The pattern was repeated for company AI receptionists: 56% (business belief) versus 26% (consumer perception) and for chatbots: 54% versus 26%, respectively. Messaging apps had a 20-percentage point difference, email a 23-percentage point difference, while Live Chat had a gap of 13 and phone a gap of 16.

A whopping 89% of SMBs said the phone was effective at converting customer inquiries into actual business, more than any other channel, and 69% of consumers agreed. Further highlighting the importance of answering calls quickly, 33% of businesses and 17% of consumers think a response should come within seconds, while 36% of businesses and 41% of consumers say within minutes. 

Speed of response is key in a world where consumers order dinner, book taxis, and stream films on demand. They don’t wait around for a call back, and will simply choose the business that responds fastest, with the Moneypenny survey showing that 72% of consumers say they're likely to choose the business that responds first.  

When considering factors that determine loyalty to a company, speed of response (36%) and “quality I can rely on” (32%) rank more highly with consumers than trusting the brand (30%). The findings also highlight how little feedback businesses receive when things go wrong, with customers far more likely to abandon an inquiry entirely than raise a complaint, reinforcing how easily missed interactions can translate into lost revenue.

When asked what matters most on first contact, both businesses and consumers rated clarity, professionalism and courtesy as most important, but there was a significant perception gap in the importance of personalization, with 87% of businesses rating it as important, compared with only 65% of consumers.

The survey showed that 39% of consumers say call support between 9 a.m. and 5 p.m. would best meet their needs, while 24% would prefer early evening support between 5 p.m. and 9 p.m. This suggests many businesses may be missing a key window of customer intent outside traditional working hours, particularly in the early evening when demand remains high.

According to the research, this after-hours availability makes customers more likely to feel reassured (37%), choose or stick with a business (32%), make the company stand out compared to others (31%) and complete an inquiry or purchase (31%). Businesses (40%) recognize that customers expect after hours support, and yet, most of those surveyed cite staffing and cost as the reason they don't extend coverage.

“I found it particularly interesting that the report highlights a broader customer experience challenge, with 1 in 10 consumers unable to recall a memorable service interaction,” said Jesper With-Fogstrup Group CEO of Moneypenny. “For SMBs, this is both a challenge and an opportunity. While smaller businesses may lack the scale of larger organizations, they can build genuine, personal relationships with customers.

Today, customer expectations are shaped by the best experiences they have anywhere, from fast delivery updates to seamless returns and personalized recommendations. For SMBs, success isn’t about adopting every new technology, but about listening to customers, responding quickly, and creating meaningful human connections. Businesses that combine speed, clarity and a personal touch will stand out and build long-term loyalty.”

About Moneypenny

As the world’s customer conversation experts, Moneypenny’s unique blend of brilliant people and AI technology integrates seamlessly to deliver customer conversations that unlock valuable opportunities for businesses, 24/7. Available across all voice and text channels, Moneypenny responds to and fulfills requirements for thousands of UK and US clients who value their reputation and recognize that the key to sustainable growth is working with a partner who allows them to scale in an agile way. For more information, visit https://www.moneypenny.com/us/.

Moneypenny, the leading customer conversations company, is proud to show its support for Rainbow Village, a nonprofit dedicated to breaking cycles of homelessness, domestic violence, and poverty by empowering families in need.

This Christmas, Moneypenny purchased hundreds of essential items from Rainbow Village’s Amazon Wish List to help furnish and equip the organization’s new family apartments. These apartments provide safe, stable housing for families transitioning out of crisis and working toward long-term independence.

“We were moved by Rainbow Village’s mission and the incredible impact they have on families rebuilding their lives,” said Kris Altiere US Head of Marketing, Moneypenny. “When we saw their wish list for the new family apartments, we knew we wanted to help make those spaces feel like home. Providing the essentials families need for daily life is a small gesture that can make a big difference, especially at this time of year.”

Rainbow Village’s Amazon Wish List includes household necessities, children’s items, bedding, kitchen tools, and other practical supplies. Moneypenny’s contribution ensures that families arriving at Rainbow Village are welcomed with comfort, dignity, and everything needed to support a fresh start.

“This donation reflects our commitment to supporting the communities where we live and work,” Kris Altiere added. “Rainbow Village is doing extraordinary work, and we’re honored to stand alongside them this holiday season.”

As the world’s customer conversation experts, Moneypenny’s unique blend of brilliant people and AI technology integrates seamlessly to deliver customer conversations that unlock valuable opportunities for businesses, 24/7. Available across all voice and text channels, Moneypenny responds to and fulfills requirements for thousands of UK and US clients who value their reputation and recognize that the key to sustainable growth is working with a partner who allows them to scale in an agile way. This year, Moneypenny proudly celebrates 25 years of service, having been named one of the “100 Best Companies to Work For” seven times and earning recognition as a Great Place To Work (GPTW). Moneypenny was also named as “Best Global Support” in The Forbes Advisor - The Best Answering Services of 2024.

Employees at Duluth’s Moneypenny competed for honors in two spirited competitions during October, including best Halloween desk décor and costume. The costume competition spanned both Moneypenny’s Atlanta and Coral Gables, Florida offices, with Chris Williams aka The Mandalorian taking 1^st Place, Bailey Shepard aka The Lorax taking 2^nd Place, and Alexis Baptista-Sanchez aka "Cult of the Tree" from Alan Wake 2 taking 3^rd Place, who all received bragging rights, various spooky prizes and gift cards.

For the decorating contest, 12 teams competed, with 1^st Place going to Operations-Receptionist for their Day of the Dead Theme, which earned them a Chick-fil-a team lunch. 2^nd Place went to Marketing for its Spooky Disco Party theme, which won them Crumbl Cookies, and the 3^rd Place went to a Crime Scene theme, which earned them Krispy Kreme. 

“Here at Moneypenny, we believe the team that plays together stays together, so we love to ‘trick’ it up for Halloween,” said Kris Altiere, US Head of Marketing for Moneypenny. “One of our favorite things is to see what our employees are into – from Star Wars to Seuss, it’s a chance for everyone to show off their individual ‘character’.” 

Originally started with a small team in Wrexham in 2000, Moneypenny today is a global company that supports thousands of businesses across the UK and US with customer conversations. It has long credited its unique culture and people-first approach, which it seamlessly combines with leading technology, for its continued success.

As the world’s customer conversation experts, Moneypenny’s unique blend of brilliant people and AI technology integrates seamlessly to deliver customer conversations that unlock valuable opportunities for businesses, 24/7. Available across all voice and text channels, Moneypenny responds to and fulfils requirements for thousands of UK and US clients who value their reputation and recognize that the key to sustainable growth is working with a partner who allows them to scale in an agile way. This year, Moneypenny proudly celebrates 25 years of service, having been named one of the “100 Best Companies to Work For” seven times and earning recognition as a Great Place To Work (GPTW). Moneypenny was also named as “Best Global Support” in The Forbes Advisor - The Best Answering Services of 2024.

Duluth’s Moneypenny hosted employee Olympics as part of its year-long celebration of 25 years as the world’s leading customer conversation experts. The “Employee Games”, which were held across two offices, included basketball, cornhole, office chair races, ping pong, mini soccer, mini golf, and hula hooping.

“We truly believe people that play together stay together, which is why events like our ‘Employee Games’ are so important to our company culture,” said Kris Altiere, US Head of Marketing for Moneypenny. “The winning teams in each office also got to celebrate their victories with a day out as a team, which added another layer of camaraderie to the friendly competition.”

The winning Olympic team included Rachell Smith, Bailey Shepard, James Millsap, Blakley Olvera, Najee Jean Baptise, Marvin Lawson, Demo Dandy, and Nusaybah Smith. In honor of its 25^th anniversary, Moneypenny has also hosted a prom, staged a “Race Across the Pond” of 8,000 miles symbolizing the distance between the Atlanta and Wrexham offices, and hosted a Transatlantic Team Exchange.

Originally started with a small team in Wrexham in 2000, Moneypenny today is a global company that supports thousands of businesses across the UK and US with customer conversations. It has long credited its unique culture and people-first approach, which it seamlessly combines with leading technology, for its continued success.

As the world’s customer conversation experts, Moneypenny’s unique blend of brilliant people and AI technology integrates seamlessly to deliver customer conversations that unlock valuable opportunities for businesses, 24/7. Available across all voice and text channels, Moneypenny responds to and fulfils requirements for thousands of UK and US clients who value their reputation and recognize that the key to sustainable growth is working with a partner who allows them to scale in an agile way. This year, Moneypenny proudly celebrates 25 years of service, having been named one of the “100 Best Companies to Work For” seven times and earning recognition as a Great Place To Work (GPTW). Moneypenny was also named as “Best Global Support” in The Forbes Advisor - The Best Answering Services of 2024.

To mark its 25th anniversary, Moneypenny held a unique competition inviting employees from both sides of the Atlantic to swap offices and immerse themselves in each other's cultures. Two lucky winners, Martin Ramirez and Allison Thomas from Moneypenny’s Atlanta office were selected to travel to the company’s headquarters in Wrexham, Wales for an unforgettable experience.

The competition, part of the company’s milestone celebrations, offered winners a chance to see firsthand how their colleagues work and live—while also joining the legendary Moneypenny 25th anniversary parties hosted in each other’s location.

During the visit to the UK, the Atlanta team members toured the award-winning Wrexham headquarters, attended a Wrexham AFC football match, enjoyed a special team dinner, and joined in with local cultural experiences. The trip culminated in attending Moneypenny's signature anniversary party—a legendary event among its people with amazing music, dancing and food.

“This experience is all about culture, doing the right thing by our people, and sharing what makes Moneypenny so special,” said Wendy Swash, Chief Operating Officer at Moneypenny. “When we connect across borders, we grow stronger together.”

Moneypenny, which has grown from a small team formed in Wrexham in 2000 to a global company supporting thousands of businesses across the UK and US with customer conversations, credits its unique culture and people-first approach combined with leading technology for its continued success.