Do You Dread Dealing With Customer Service? You’re Not Alone

Almost a third of Americans—over 100 million people—would rather clean a toilet than interact with customer service! And a quarter of Americans would rather change a dirty diaper than interact with customer service… New study shows that customer service expectations are changing and companies must keep up or risk becoming irrelevant.

As part of an ongoing category insight strategy, Aspect Software, in partnership with The Center for Generational Kinetics and Conversion Research, conducted a national study of 1,050 Americans 18-65 years of age with a 25% over-sample of Millennials. The macro objective of the study was to investigate, from a cross-generational perspective, the differing attitudes, preferences and behaviors various generations have regarding customer touch points and engagement within the context of omni-channel customer interaction management and work force optimization. This study took place in February, 2015.

Copyright 2020 Nexstar Broadcasting, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.

Trending Stories