Human connection vs automation in customer service in the Netherlands 2023
In the Netherlands, the preference of human interaction or automated customer service varied by generation in 2023. When asked about whether or not they prefer automated services for solving simpler issues, Generation Z was most likely to prefer the automated system, with 70 percent respondent share. Both Millennials and Generation Z stated that they expect a human to immediately respond to them when contacting a company directly, both with around 72 percent share of respondents.