In the United Kingdom, the preference for automated customer service and human interaction when contacting a company varied depending on generation in 2023. Generation Z was most likely to prefer an automated system when it comes to solving simpler issues, with a little less than 70 percent share of respondents. Millennials were most likely to expect human interaction when contacting a company online, with more than 65 percent respondent share.
Share of customers preferring human connection vs. automation in customer service in the United Kingdom (UK) 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 the United Kingdom (UK) in 2023, by generation [Graph]. In Statista. Retrieved December 18, 2024, from https://www.statista.com/statistics/1428519/human-connection-vs-automation-in-customer-service-uk/
Salesforce Research. "Share of customers preferring human connection vs. automation in customer service in the United Kingdom (UK) in 2023, by generation." Chart. September 22, 2023. Statista. Accessed December 18, 2024. https://www.statista.com/statistics/1428519/human-connection-vs-automation-in-customer-service-uk/
Salesforce Research. (2023). Share of customers preferring human connection vs. automation in customer service in the United Kingdom (UK) in 2023, by generation. Statista. Statista Inc.. Accessed: December 18, 2024. https://www.statista.com/statistics/1428519/human-connection-vs-automation-in-customer-service-uk/
Salesforce Research. "Share of Customers Preferring Human Connection Vs. Automation in Customer Service in The United Kingdom (Uk) in 2023, by Generation." Statista, Statista Inc., 22 Sep 2023, https://www.statista.com/statistics/1428519/human-connection-vs-automation-in-customer-service-uk/
Salesforce Research, Share of customers preferring human connection vs. automation in customer service in the United Kingdom (UK) in 2023, by generation Statista, https://www.statista.com/statistics/1428519/human-connection-vs-automation-in-customer-service-uk/ (last visited December 18, 2024)
Share of customers preferring human connection vs. automation in customer service in the United Kingdom (UK) in 2023, by generation [Graph], Salesforce Research, September 22, 2023. [Online]. Available: https://www.statista.com/statistics/1428519/human-connection-vs-automation-in-customer-service-uk/
