GoDaddy Survey Finds Generational Divide in Customer Service Expectations and Preferences

GoDaddy's Consumer Pulse survey reveals 42% of consumers believe customer service is declining, but younger generations show more optimism. 86% of consumers prefer human interaction over chatbots, highlighting a potential competitive advantage for businesses. GoDaddy introduces Conversations tool to aid small businesses in managing customer communications.

GoDaddy's latest Consumer Pulse survey has shed light on significant generational differences in customer service perceptions among U.S. consumers. The survey, which polled 1,500 individuals, revealed that 42% of respondents believe customer service is declining, a sentiment that younger generations seem to be less concerned about [2].

The survey found that 29% of Gen Z and 31% of Millennials reported improved customer service, in contrast to only 12% of Gen X and Boomers who noted similar improvements. This disparity highlights a potential divide in customer service satisfaction across different age groups [2].

A striking finding was the overwhelming preference for human interaction over chatbots, with 86% of consumers expressing a preference for human assistance. Additionally, 44% still favor phone support, indicating a strong demand for personal, direct communication channels [2].

GoDaddy's survey also underscored the importance of digital security and professionalism, with 68% of consumers expecting small businesses to match large companies in these areas. In response, GoDaddy has introduced the Conversations tool, designed to help small businesses manage customer communications across multiple channels more effectively [2].

This tool aims to address the evolving needs of consumers, particularly in the digital age, where seamless and secure communication is paramount. By providing small businesses with a robust platform to handle customer interactions, GoDaddy is positioning itself to meet the demands of a tech-savvy but human-interaction-preferring customer base.

References:
[1] https://www.sciencedirect.com/science/article/pii/S1071581925001442
[2] https://www.stocktitan.net/news/GDDY/go-daddy-survey-shows-customer-patience-is-thinning-unless-you-re-f90zng874rtf.html