Interesting survey from Consumer Reports – confirming  something we probably already know – customers aren't willing to wait in limbo to get someone on the phone. Just one reason to have an informative message on hold recording, and to take care in setting up the Auto Attendant greetings that answer your phone.  If your Auto Attendant has 6, or 7 or more choices for callers to make when their call is answered, you are probably losing customers.  The objective of a properly set up Auto Attendant is to give callers the information they need to deal with your company quickly, easily and clearly.  Then once you are speaking with them and you put them on hold for a moment – provide some useful information in an on hold recording so they aren't wasting their time while waiting!