German consumers gave insight into their expectations and preferences in regard to automation or human interaction in customer service in 2023. When looking at the responses by generation, Millennials were most likely to prefer the automated system in order to solve smaller issues, with almost 70 percent respondents, while also being most likely to expect a human to respond when directly contacting a company, with more than 65 percent.
Share of customers preferring human connection vs. automation in customer service in Germany in 2023, by generation
Characteristic
I prefer an automated service for simple issues
I expect a human to immediately respond when I contact a company
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Salesforce Research. (September 22, 2023). Share of customers preferring human connection vs. automation in customer service in Germany in 2023, by generation [Graph]. In Statista. Retrieved December 23, 2024, from https://www.statista.com/statistics/1428304/human-connection-vs-automation-in-customer-service-germany/
Salesforce Research. "Share of customers preferring human connection vs. automation in customer service in Germany in 2023, by generation." Chart. September 22, 2023. Statista. Accessed December 23, 2024. https://www.statista.com/statistics/1428304/human-connection-vs-automation-in-customer-service-germany/
Salesforce Research. (2023). Share of customers preferring human connection vs. automation in customer service in Germany in 2023, by generation. Statista. Statista Inc.. Accessed: December 23, 2024. https://www.statista.com/statistics/1428304/human-connection-vs-automation-in-customer-service-germany/
Salesforce Research. "Share of Customers Preferring Human Connection Vs. Automation in Customer Service in Germany in 2023, by Generation." Statista, Statista Inc., 22 Sep 2023, https://www.statista.com/statistics/1428304/human-connection-vs-automation-in-customer-service-germany/
Salesforce Research, Share of customers preferring human connection vs. automation in customer service in Germany in 2023, by generation Statista, https://www.statista.com/statistics/1428304/human-connection-vs-automation-in-customer-service-germany/ (last visited December 23, 2024)
Share of customers preferring human connection vs. automation in customer service in Germany in 2023, by generation [Graph], Salesforce Research, September 22, 2023. [Online]. Available: https://www.statista.com/statistics/1428304/human-connection-vs-automation-in-customer-service-germany/
