New data reveals a growing gap in how generations view customer service. The world of customer service is rapidly changing, and the latest findings from GoDaddy’s Consumer Pulse survey reveal a trend that should be on every business owner’s radar. Nearly half of U.S. shoppers now believe customer service is getting worse, but the story deepens when you look at the generational divide shaping these opinions.
The Numbers Tell a Stark Story
According to GoDaddy’s in-depth survey of 1,500 U.S. consumers, just 20% of respondents feel customer service has improved recently, while a significant 42% think service quality has declined. That’s bad news for brands of all sizes, but the most striking details emerge when you see how each age group feels.
Among Gen X and Baby Boomers, pessimism runs especially high: only 12% say customer service has improved, and 46% report it’s gotten worse. These older generations are increasingly…
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…
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