This generation is most tolerant of poor customer service
Millennials are the most patient generation of all.
Millennials are prepared to wait the longest times before getting agitated and are less likely to complain when things go awry, according to a study examining customer service experiences and expectations by Jive Communications.
The average 18-to-35-year-old was happy to wait 11 minutes on hold on the phone before their mood began to sour. That is 38% longer than respondents over the age of 55 who wait just eight minutes before becoming flustered and upset.
Millennials are also the most likely to forgive and forget — with 39% willing to return to a business if they experienced bad customer service there in the past. Only 23% of those over the age of 55 would do the same. But a unified 78% of Americans say they are likely to complain about any negative customer service experience they have dealt with.
The research by Jive showed that when it comes to being on hold with a customer service representative, nine minutes was the average acceptable wait time. In fact, nine minutes was also the average expected wait time for all Americans waiting for a drink at a restaurant or bar.
Additional survey findings include:
• Being transferred to multiple people is the biggest frustration that most Americans (55%) face when interacting with a customer service representative.
• Sixty-eight percent would expect some sort of free product or service from the brand after receiving bad customer service.
• Fifty-four are not very likely to return to an establishment or business after experiencing bad customer service.
• Seventy-six percent have — at least once in their lifetime — asked to speak to a manager due to poor customer service that they were either experiencing at the time or had experienced relatively recently.
• Fifty-four percent are not very likely to return to an establishment or business after experiencing bad customer service.
• The best way to gauge whether a company has good customer service? An overwhelming 82% of respondents claimed that friendly personnel was the answer.
Millennials are prepared to wait the longest times before getting agitated and are less likely to complain when things go awry, according to a study examining customer service experiences and expectations by Jive Communications.
The average 18-to-35-year-old was happy to wait 11 minutes on hold on the phone before their mood began to sour. That is 38% longer than respondents over the age of 55 who wait just eight minutes before becoming flustered and upset.
Millennials are also the most likely to forgive and forget — with 39% willing to return to a business if they experienced bad customer service there in the past. Only 23% of those over the age of 55 would do the same. But a unified 78% of Americans say they are likely to complain about any negative customer service experience they have dealt with.
The research by Jive showed that when it comes to being on hold with a customer service representative, nine minutes was the average acceptable wait time. In fact, nine minutes was also the average expected wait time for all Americans waiting for a drink at a restaurant or bar.
Additional survey findings include:
• Being transferred to multiple people is the biggest frustration that most Americans (55%) face when interacting with a customer service representative.
• Sixty-eight percent would expect some sort of free product or service from the brand after receiving bad customer service.
• Fifty-four are not very likely to return to an establishment or business after experiencing bad customer service.
• Seventy-six percent have — at least once in their lifetime — asked to speak to a manager due to poor customer service that they were either experiencing at the time or had experienced relatively recently.
• Fifty-four percent are not very likely to return to an establishment or business after experiencing bad customer service.
• The best way to gauge whether a company has good customer service? An overwhelming 82% of respondents claimed that friendly personnel was the answer.