Satisfaction with customer service differs by generation; biggest gripes are...
There is a strong generational divide when it comes to how consumers view customer service from businesses.
Only 20% of respondents say customer service has improved recently, compared to 42% who believe the quality of service received has declined, According to GoDaddy's survey of 1,500 U.S. consumers.
Pessimism is particularly pronounced among Gen X and baby boomers, pessimism, as only 12% say customer service has improved and 46% believe it has worsened.
However, 29% of Gen Z and 31% of millennials say customer support has gotten better, suggesting the next generation of shoppers is more positive about the state of customer care.
[READ MORE: Survey: Millennials slightly favor brand loyalty, Gen Z prioritizes price]
Top Gripes
Among those who feel businesses are falling short of customer service expectations, two-thirds (66%) of those surveyed cite rude treatment as a top gripe. More than half (55%) mention a lack of empathy. And 47% of respondents are frustrated when there is an absence of customer service options.
GoDaddy’s survey found that younger generations may be more optimistic about customer service, but they 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 baby boomers.
"The generational divide is striking. Young consumers are more likely to give businesses the benefit of the doubt, but they also have higher expectations for speed, flexibility and friendliness," said Amy Jennett, small business trends expert at GoDaddy. "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."
While 44% of consumers still prefer using 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.
The majority of consumers (68%) polled by GoDaddy expect small businesses to deliver the same level of digital security and professionalism as their larger counterparts. Flexibility when enforcing policies, such as returns, and a sense of urgency when resolving issues are among the top signs that a business puts the customer first, according to those surveyed.
