When it comes to providing satisfactory customer service, retailers and other businesses appear to be losing the battle. Nearly half of U.S. shoppers say customer service provided by businesses is getting worse the latest GoDaddy Consumer Pulse survey found that Gen Z and Millennials are more upbeat than their parents’ generations about their level of customer satisfaction.
The survey, which drew responses from 1500 U.S. consumers aged 18 and up, found only 20% felt customer service has improved recently, compared to 42% who perceive a decline in the quality of service received. Among Gen X and Boomers, pessimism is particularly pronounced: just 12% say customer service has improved and 46% believe it has worsened.
In contrast, 29% of Gen Z and 31% of Millennials say support has gotten better, suggesting the next generation of shoppers is more positive about the state of customer care.
“The generational divide is striking,” said GoDaddy Small Business Trends Expert Amy Jennette. “Young consumers are more likely to give businesses the benefit of the doubt, but they also have higher expectations for speed, flexibility and friendliness.
“Meanwhile, older generations are losing patience, often due to experiences with unfriendly service or limited options to reach a real person. For businesses big and small, the message is clear: customer trust is fragile, and brands must work harder to maintain it.”
The survey points to several drivers behind Americans’ shifting attitudes:
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- Channel Preferences are Evolving – While 44% of consumers still prefer picking up the phone for support, Gen Z and Millennials are more likely to use live chat, text, or even social media direct messages. However, 86% overall say they prefer to interact with a real human rather than a chatbot.
- Rising Frustration with Service – Among those who feel businesses are falling short of customer service expectations, 66% of those surveyed cite rude treatment as a top gripe while 55% mention a lack of empathy. Nearly half (47%) of respondents are frustrated when there is an absence of customer service options.
- One Strike and You’re Out – Younger generations may be more optimistic but are also less forgiving. Nearly a quarter (24%) of Gen Z consumers say they would not give a business a second chance after a mistake, compared to 18% of Gen X and Boomers.
Click here for more from the survey.
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