Generational Divide in Customer Service Expectations

Article Summary

A GoDaddy survey of 1,500 U.S. consumers reveals stark generational differences in perceptions of customer service. While 29% of Gen Z and 31% of millennials believe service is improving, only 12% of Gen X and baby boomers agree. The top complaints across all age groups include rude treatment (66%), lack of empathy (55%), and limited service options (47%). Gen Z and millennials favor live chat, text, and social media for support, while older generations still prefer phone calls. Notably, 86% of respondents prefer interacting with a real human over chatbots. Younger consumers are less forgiving—24% of Gen Z say they wouldn’t give a business a second chance after a mistake. Flexibility in policies and urgency in issue resolution are key indicators of customer-first brands. The findings underscore the need for businesses to tailor service strategies by generation to maintain trust and loyalty.

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Local Business Types for Broadcasters to Consider Contacting

Local Credit Unions – These institutions often emphasize personalized service and community trust, making them ideal for campaigns that highlight generational service preferences.
Family-Owned Appliance Stores – With a reputation for hands-on customer care and flexible policies, they can showcase their responsiveness to both younger and older consumers.
Neighborhood Pharmacies – These businesses can spotlight their human-first approach and adaptability in communication methods, aligning with the article’s insights on service expectations.

Three Creative Campaign Ideas for Broadcasters to Consider

Radio Station Commercial Idea: “Real Voices, Real Service” – Spotlight local businesses that prioritize human interaction over automation, reinforcing trust and warmth.
TV Station Commercial Idea: “Generations of Care” – Feature multi-generational customer testimonials showing how a business adapts its service to meet diverse needs.
Digital Advertising Campaign Idea: “Service Showdown Challenge” – Invite users to share their best and worst customer service experiences via short videos or polls, with featured businesses responding publicly to build transparency and engagement.