New research from GoDaddy uncovers a generational divide in customer service expectations, with Gen Z and Millennials showing more optimism than their older counterparts.
The Generational Gap in Customer Service Perceptions
Nearly half of U.S. shoppers believe customer service is declining, yet Gen Z and Millennials are more positive, with 29% and 31% respectively noting improvements. In contrast, only 12% of Gen X and Boomers share this optimism, with 46% perceiving a decline.
Key Insights from the Survey
- Channel Preferences: While 44% of consumers prefer phone support, younger generations favor live chat, text, or social media DMs. However, 86% overall prefer human interaction over chatbots.
- Rising Frustrations: 66% cite rude treatment as a top issue, 55% mention lack of empathy, and 47% are frustrated by limited service options.
- Zero Tolerance: 24% of Gen Z won’t give a business a second chance after a mistake, compared to 18% of older generations.
Opportunities for Small Businesses
68% of consumers expect small businesses to match the professionalism of larger companies. Flexibility and urgency in resolving issues are key to winning customer trust.
Amy Jennette, GoDaddy Small Business Trends Expert, emphasizes: "Young consumers have higher expectations for speed and friendliness, while older generations are losing patience. Businesses must work harder to maintain trust."
About GoDaddy: A global leader in empowering entrepreneurs, GoDaddy offers tools to start, grow, and manage businesses online. Learn more at www.GoDaddy.com.
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