Roughly 3 out of 4 Zoomers say they take their time comparing prices.ĭuring the pandemic, Zoomers embraced self-service options more enthusiastically than any other age cohort. In our survey, 30 percent of Zoomers identified “not being able to find the information I need online” as one of the most frustrating aspects of bad customer service. Roughly three out of four Zoomers say they take their time comparing prices, reading reviews, and checking out different brands before they buy.Īs a result, it’s no surprise that Gen Z customers also value the ability to solve issues on their own. Perhaps because they grew up during the Great Recession, the digital natives of Generation Z are especially careful to learn about products before they commit to a purchase. Younger consumers are used to doing their research. As they grow older and more economically secure, Zoomers may eventually find they can afford to be as picky as Millennials. Gen Z includes teenagers and young adults, many of whom are likely making purchasing decisions based on cost rather than CX. Zoomers’ higher tolerance for negative experiences might be explained by their comparative lack of wealth. Only 56% of Zoomers reported they’d do the same. Gen Z still wants to talk to helpful, empathetic agents they’re just less likely to leave a brand if their expectations aren’t met.ħ3% of Millennials said they’d likely switch to a company’s competitor after just one bad experience. Nearly half of all Zoomers identified “unfriendly support agent” as one of the most frustrating aspects of a poor experience-more than any other age group. So, do Gen Z customers just have thicker skin when it comes to dealing with subpar customer service reps? Not necessarily. Meanwhile, 55 percent of Gen Z respondents said the same. Our survey showed that 75 percent of Millennials now have higher customer service standards after the crises of the past few years. Millennials are growing more demanding over time, too.
Gen Z is also more receptive to good customer service: 68 percent said they’d be happy to continue using a company’s product or service after receiving excellent service. Only 56 percent of Zoomers reported they’d do the same. In our survey, 73 percent of Millennials said they’d likely switch to a company’s competitor after just one bad experience. Negative reviews also spread much faster than positive ones, meaning that merely a few horror stories can scare off many potential customers.Īccording to our survey, different age groups show different tolerance levels for poor support experiences. Bad customer service can be devastating for businesses, often causing churn.
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