GoDaddy Survey Shows Customer Patience Is Thinning, Unless You're Under 30

Core Insights - Nearly half of U.S. shoppers believe customer service is deteriorating, with only 20% reporting improvements and 42% noting a decline [2][4] - Younger generations, specifically Gen Z and Millennials, are more optimistic about customer service compared to older generations [3][4] Consumer Sentiment - Among Gen X and Boomers, only 12% feel customer service has improved, while 46% think it has worsened [2] - In contrast, 29% of Gen Z and 31% of Millennials perceive an improvement in customer service [3] Expectations and Trust - 68% of consumers expect small businesses to match the digital security and professionalism of larger companies [4] - Younger consumers have higher expectations for speed, flexibility, and friendliness in service [3][4] Customer Service Preferences - 44% of consumers still prefer phone support, but Gen Z and Millennials favor live chat, text, or social media [7] - 86% of respondents prefer interacting with a real human over a chatbot [7] Frustrations with Service - 66% of consumers cite rude treatment as a primary complaint, while 55% mention a lack of empathy [7] - Nearly half (47%) express frustration over the absence of customer service options [7] Generational Attitudes - Younger generations are less forgiving; 24% of Gen Z would not give a business a second chance after a mistake, compared to 18% of Gen X and Boomers [7] Opportunities for Small Businesses - Small businesses can leverage AI tools like GoDaddy Conversations to enhance customer interactions and build trust [5][6] - The ability to respond instantly and personalize interactions is crucial for maintaining customer relationships [6]