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AUSTRALIAN COST OF POOR CUSTOMER SERVICE REVEALED, AI RESOLUTION UNDER PRESSURE

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SIPPY DOWNS, Australia, April 30, 2026 /PRNewswire/ — With the time it takes from query to resolution, new research commissioned by Australian insurance company Youi[1] has uncovered that human connection and clear communication are critical for a positive customer service experience. In a study of more than 2,000 Australians, findings revealed that while 81% report their most recent customer service interaction as positive, the cost of a negative experience is steep, and can impact more than just our wallet.

The real life ‘time-away’ cost

The numbers reveal a hidden, real life ‘time-away’ cost – a personal cost that Australians experience when dealing with customer service. 62% of Australians say their most recent customer service interaction took time or energy away from something that mattered, including personal downtime (39%), mental or emotional wellbeing (19%), family or friend time (13%), work or income (11%), and sleep (7%).

This hidden ‘time‑away’ cost becomes even more apparent during bad customer service experiences. Among those whose last experience was negative, 91% reported a cost to their time or wellbeing, with 57% losing personal time, 52% mental energy, 27% family time, 23% work or income time, and 18% sleep, compared with just 9% who experienced no impact.

Good customer service – a simple recipe

Anthony Antonucci, Chief Customer Officer at Youi said the research reveals a clear blueprint for fixing the service industry problem, a simple recipe for good customer experience built on three essential ingredients.

“This research makes clear that great customer experience isn’t accidental – it follows a recipe. Australians tell us the three ingredients that matter most are simple: being able to speak to a real person, having clear communication, and getting a quick, effective response,” Anthony said.

“But as more companies lean heavily into automation and AI, access to a real human is becoming harder to find, and consumers are feeling the consequences. Even tech savvy Australians, who are comfortable with digital tools, still credit real human support as critical to resolving their issue. That tells us something important: technology can absolutely help, but it can’t replace empathy, clarity or genuine connection. These three elements are key to timely issue resolution, giving customers their time back.”

51% of respondents say speaking to a real person is the top factor driving an effective resolution. This is followed by 34% citing great communication and thirdly, quick responses or short wait times, which 33% say made a difference.

Among the Aussies that prefer technology, four in five (81%) still say speaking to a real person is important or essential for high-stakes customer issues, such as those affecting their finances, health or family. Further, 32% want to speak to a real person immediately when something goes wrong. This sentiment is even more common among the general population, with two thirds of Australians (67%) saying they want to talk to a real person straight away when an issue arises.

Psychologist and Human Behaviour Expert, Sabina Read has emphasised the power of human connection. “In a fast-moving world, with AI and chatbots infiltrating many of our daily interactions, it’s no surprise that human connection and clear communication top the list of ingredients that constitute a positive customer service experience. We’re hardwired for connection. Even the best technological innovations can’t replace the power of being seen, heard and validated in a timely manner when we are seeking to resolve an issue that matters to us,” Sabina said.

“Curiosity and presence matter when we’re feeling frustrated. Human connection is the most impactful way to truly bring these to life, which goes a long way in explaining why contact with another person is a key ingredient is in delivering customer service that lands,” she said.

The recipe for better customer service is clear. While automation and AI can improve efficiency, human connection cannot be replaced. When customer service puts people first, Australians gain back the time, clarity and confidence they need most.

To find out more about the research, visit here.

Disclaimer:
This article’s data is sourced from a survey conducted by Ideally Group Limited between 10th March 2026 and 14th March 2026, involving 2,080 individuals aged 18 and above from all states and territories within Australia. Some percentages have been rounded to the nearest whole number. Survey results have not been independently verified by Youi and may not be representative of the general population. Youi makes no representation or warranty of any kind of the accuracy, adequacy, reliability, or completeness of the data and accepts no liability for any loss or damage of any kind suffered as a result of the use of or reliance on the data. Individual experiences may vary.

ABOUT YOUI:

Youi Pty Ltd is an Australian registered company and is a wholly owned subsidiary of Youi Holdings Pty Ltd, a subsidiary of OUTsurance International Holdings Pty Limited. The ultimate holding company is OUTsurance Group Limited.

Youi Pty Ltd is a registered general insurance company which underwrites its own policies. Our products currently include Vehicle Insurance (Car, NSW CTP Green Slip, SA CTP, Motorcycle, Caravan and Trailer), Home Insurance (Buildings and Contents), Watercraft and Small Business Insurance.

Company: Youi

Company Phone: 13 96 84

Website: https://www.youi.com.au/

Head Office Location: https://share.google/Vw6L9htnVyiMIYQFP

 

View original content:https://www.prnewswire.com/apac/news-releases/australian-cost-of-poor-customer-service-revealed-ai-resolution-under-pressure-302756451.html

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Landis+Gyr Secures Major Contract with Leading US Utility

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CHAM, Switzerland and ALPHARETTA, Ga., Oct. 26, 2026 /PRNewswire/ — Landis+Gyr Group AG (SIX: LAND), a global energy technology leader driving intelligent innovation across the grid, today announced that it has secured a major contract with a leading US investor-owned electric utility. The agreement covers more than 3 million advanced metering endpoints.

Under the agreement, Landis+Gyr will provide Revelo meters and associated network and head-end system technologies, complemented by advanced security solutions, premium support, and software maintenance and services. The deployment is expected to advance the utility’s grid modernization objectives by enhancing security, grid visibility and operational performance.

“This important win reflects the strong momentum of our Grid Edge Intelligence portfolio and the trust customers place in Landis+Gyr to support large-scale grid modernization programs. By combining advanced metering, integrated technology, security and support capabilities, we look forward to helping this utility enhance grid visibility, reliability and operational performance,” said Peter Mainz, Chief Executive Officer of Landis+Gyr.

About Landis+Gyr

Landis+Gyr is a global energy technology leader, delivering intelligent solutions that connect devices, data, and decisions across the grid. Trusted by more than 2,000 utilities worldwide, we transform traditional devices into intelligent, networked sensors, giving utilities real-time grid visibility and system control. With these combined insights, electric, gas, and water companies can anticipate demand, optimize operations, and deliver energy that’s more reliable, resilient, accessible, safe, and sustainable for everyone. For more information, please visit our website www.landisgyr.com.

View original content to download multimedia:https://www.prnewswire.co.uk/news-releases/landisgyr-secures-major-contract-with-leading-us-utility-302919687.html

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In HelloNation, Electrical Expert Sean McGahy Breaks Down How a Whole Home Surge Protector Works

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The Article Explains How This Type of System Protects a Home’s Electronics From Power Surges Throughout the Day.

WAKE FOREST, N.C., Oct. 26, 2026 /PRNewswire/ — What does a whole home surge protector do? A HelloNation article answers that question and explains how this type of device defends a home’s wiring and electronics from voltage spikes.

The article explains that many power surges happen quietly throughout the day, often without anyone noticing. Large appliances such as air conditioners and refrigerators create small voltage spikes every time they cycle on and off.

According to the article, a whole home surge protector is installed directly at the electrical panel, where it can monitor voltage across the entire house. Unlike a power strip, which protects a single outlet, this device works at the source.

The article notes that modern homes rely on sensitive electronics, including smart thermostats, entertainment systems, and connected appliances. Repeated voltage fluctuations can damage this circuitry over time, even when a homeowner never notices it happening.

External surges from lightning strikes or utility grid fluctuations tend to be more severe than everyday cycling surges, the article explains. A whole home system is designed to respond quickly and redirect excess voltage away from a home’s circuits.

Installation is typically straightforward for a licensed electrician and does not usually require major changes to existing wiring, the article states. Many systems include indicators that let homeowners confirm the device is functioning properly.

The article points out that surge protectors are rated by how much energy they can absorb, often measured in joules. Homes with more electronics generally benefit from a protector with a higher rating.

A protector does not last forever, the article notes. Absorbing a large surge can wear down its internal components, even if the device still looks functional. Periodic testing by an electrician can confirm the system is still working as intended.

Electrical Expert Sean McGahy of Zar Electric is featured in the article. The article explains how periodic testing can confirm that a whole home surge protector is still providing the level of protection it was designed for.

The article adds that surge protection works best as one part of a broader approach to electrical safety. Homes should still have properly functioning breakers, updated wiring, and routine inspections alongside this added layer of defense.

Homes in areas prone to storms or frequent power fluctuations may see added value from this protection, the article notes. New construction offers a convenient time to add it, though retrofitting an existing home is described as achievable and usually quick.

The article notes that cost varies depending on the type of system installed and the complexity of a home’s existing electrical setup. Many homeowners view the expense as reasonable compared to the potential cost of replacing damaged electronics after a serious surge event.

Some insurance providers take note of these systems when evaluating a home’s overall risk profile, the article adds, though policies vary from carrier to carrier. This is described as one more reason homeowners weigh the value of this type of protection.

The article closes by noting that deciding whether this protection makes sense often comes down to a home’s electronics, its location, and a homeowner’s comfort level with risk. A licensed electrician can walk through these considerations before a final decision is made.

How Does Whole Home Surge Protection Safeguard Your Home? features insights from Sean McGahy, Electrical Expert of Wake Forest, North Carolina, in HelloNation.

About HelloNation

HelloNation is America’s Good News Network, a premier media platform built on the idea that good news travels faster when real people tell real stories. Through its community-focused digital publications and innovative “edvertising” approach, HelloNation delivers expert-driven, good-news content that informs, inspires, and spotlights the leaders making a meaningful impact in their communities.

View original content to download multimedia:https://www.prnewswire.com/news-releases/in-hellonation-electrical-expert-sean-mcgahy-breaks-down-how-a-whole-home-surge-protector-works-302919589.html

SOURCE HelloNation

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In HelloNation, Building Materials Expert Andy Maetzold Explains How Freeze-Thaw Cycles Affect Minnesota Homes

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The Article Shows How Moisture, Temperature Swings, and Hail Shape Material Choices for Roofs, Windows, Walls, and Decks.

WACONIA, Minn., Oct. 26, 2026 /PRNewswire/ — How do freeze-thaw cycles damage a home in Minnesota? The answer appears in a HelloNation article that was newly published for homeowners choosing building materials for a cold climate. The article features insights from Building Materials Expert Andy Maetzold, a fourth-generation member of the family behind Mayer Lumber.

The HelloNation article explains that a Minnesota home faces a wider range of weather than houses in most of the country. Below-zero nights, humid summers, and hailstorms all test the products used to build and repair it.

According to the article, moisture often does more harm than cold by itself. Water seeps into small gaps, freezes overnight, and expands, and repeated freeze-thaw cycles slowly push joints and seams apart.

The article also notes that large temperature swings make many products expand in summer and shrink in deep cold. Materials installed without room to move can buckle, crack, or pull loose from their fasteners.

The roof takes more of this stress than any other part of the house, the article explains. Asphalt shingles remain the most common choice because they are affordable and familiar to most roofing crews. In areas that see hail, many homeowners look at impact-resistant shingles that earn a Class 4 rating.

The article points out that some insurance companies offer lower premiums for Class 4 roofs, though discount rules vary by insurer. Metal roofing is another option that sheds snow quickly, and snow guards are often added above doors and walkways.

Ice dams get special attention in the piece. The article explains that no shingle stops them alone, because the real cause is warm air leaking into the attic and melting snow on the upper roof. Air sealing, attic insulation, and steady ventilation deal with that heat directly.

Cold-climate building codes also call for an ice barrier membrane under the shingles along the eaves, according to the article. This layer helps keep backed-up water away from the roof deck and the ceilings below.

For windows, the article points readers to the National Fenestration Rating Council label and its U-factor, which measures how easily heat passes through the whole unit. A lower number means better insulation and a warmer glass surface on a January night.

The article compares double-pane windows with triple-pane units, which cut heat loss further but cost and weigh more. It also notes that vinyl and fiberglass frames insulate well, while aluminum frames need a thermal break to suit Minnesota winters.

Walls, decks, and lumber are covered as well. The article explains that house wrap and flashing protect wall framing from water, and that wood touching concrete or soil generally needs pressure treatment.

The insights from Building Materials Expert Andy Maetzold also address cost. The article encourages comparing the full life of a product rather than the purchase price alone, since a cheaper material that needs frequent repairs can cost more over 20 or 30 years.

Finally, the article advises checking with local building officials about code rules. It also stresses following manufacturer installation instructions, since many warranties depend on them.

How Do Freeze-Thaw Cycles Affect Building Materials in Minnesota? features insights from Andy Maetzold, Building Materials Expert of Waconia, Minnesota, in HelloNation.

About HelloNation

HelloNation is America’s Good News Network, a premier media platform built on the idea that good news travels faster when real people tell real stories. Through its community-focused digital publications and innovative “edvertising” approach, HelloNation delivers expert-driven, good-news content that informs, inspires, and spotlights the leaders making a meaningful impact in their communities.

View original content to download multimedia:https://www.prnewswire.com/news-releases/in-hellonation-building-materials-expert-andy-maetzold-explains-how-freeze-thaw-cycles-affect-minnesota-homes-302919645.html

SOURCE HelloNation

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