42% of US Consumers Say Customer Service Is Declining, Survey

out of patience with negative, impersonal service. By contrast, younger generations offer a more positive viewpoint. Some 29% of Gen Z and 31% of Millennials say support has improved, a notable difference compared to their parents.

These digital natives may be hopeful, but that optimism comes with much higher expectations for the companies they support. The Generational Service Divide Amy Jennette, GoDaddy Small Business Trends Expert, observed, “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,” she said. She continued, “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,” said…