Sorry, you must have the wrong number write the essay ux One of the biggest culprits for those lost hours is when customers are forced to repeat their story, over and over again, to different customer service representatives. The Kana survey found that during their most recent complaint, 69 percent of customers said they had to repeat themselves multiple times before reaching a resolution. Indeed, reaching a resolution took an average of three tries. Almost two in 10 customers went so far as to call their experience a “customer service death spiral,” requiring at least an hour of repeated explanations.