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

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…