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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Share of customers preferring human connection vs. automation in customer service in the United Kingdom (UK) in 2023, by generation
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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 May 14, 2025, 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 May 14, 2025. 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: May 14, 2025. 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 May 14, 2025)
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/
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