The best part is the claim that most people _still_ won't call, which I'm quite prepared to believe, although there are other hypotheses that would explain his experience. I wonder if one could devise a way to break out the number of people who choose a company based on their contactability, but never call on the phone, from those who don't care and/or would always use email anyway. Maybe get two rival businesses (in the same market) to do a post-purchase user-satisfaction survey? But there's still a boatload of confounds even if you can get two rivals to agree to it. It's so hard to do good science on messy real-life human interactions. :)
