Customer service is slipping, according to a new GoDaddy Consumer Pulse survey, with nearly half of shoppers saying the quality of support has declined.
The survey of 1,500 consumers found that only one in five believe that service has improved, while 42 per cent say it has worsened.
And there’s a generational divide. Among Gen X and Boomers, just 12 per cent think service has improved, compared to 29 per cent of Gen Z and 31 per cent of Millennials. Younger consumers appear more optimistic but also have higher expectations for speed and convenience.
“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 GoDaddy Small Business Trends expert Amy Jennette. “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.”
The survey highlighted several pain points. Among those who feel service is falling short, two-thirds cited rude treatment as their top complaint, while more than half pointed to a lack of empathy. Nearly half said they are frustrated by limited customer service options. Most consumers (86 per cent) prefer to interact with a real person rather than a chatbot.
Channel preferences are also shifting. While 44 per cent of consumers still prefer phone support, younger shoppers are more likely to use live chat, text or social media direct messages. At the same time, younger generations are less forgiving: Nearly one-quarter of Gen Z respondents said they would not give a business a second chance after a mistake, compared to 18 per cent of older consumers.
Despite these challenges, the survey points to opportunities for small businesses. Most consumers expect small businesses to deliver the same level of professionalism and digital security as larger competitors. Flexibility on policies and quick issue resolution remain key to building trust.
“Small businesses can build authentic relationships by responding to customers. The right technology, especially using the latest almost-magical AI capabilities, makes this possible, even for businesses without large support teams,” Jennette said.
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