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.
Share of customers preferring human connection vs. automation in customer service in the Netherlands 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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Salesforce Research. (September 22, 2023). Share of customers preferring human connection vs. automation in customer service in the Netherlands in 2023, by generation [Graph]. In Statista. Retrieved October 09, 2024, from https://www.statista.com/statistics/1428508/human-connection-vs-automation-in-customer-service-netherlands/
Salesforce Research. "Share of customers preferring human connection vs. automation in customer service in the Netherlands in 2023, by generation." Chart. September 22, 2023. Statista. Accessed October 09, 2024. https://www.statista.com/statistics/1428508/human-connection-vs-automation-in-customer-service-netherlands/
Salesforce Research. (2023). Share of customers preferring human connection vs. automation in customer service in the Netherlands in 2023, by generation. Statista. Statista Inc.. Accessed: October 09, 2024. https://www.statista.com/statistics/1428508/human-connection-vs-automation-in-customer-service-netherlands/
Salesforce Research. "Share of Customers Preferring Human Connection Vs. Automation in Customer Service in The Netherlands in 2023, by Generation." Statista, Statista Inc., 22 Sep 2023, https://www.statista.com/statistics/1428508/human-connection-vs-automation-in-customer-service-netherlands/
Salesforce Research, Share of customers preferring human connection vs. automation in customer service in the Netherlands in 2023, by generation Statista, https://www.statista.com/statistics/1428508/human-connection-vs-automation-in-customer-service-netherlands/ (last visited October 09, 2024)
Share of customers preferring human connection vs. automation in customer service in the Netherlands in 2023, by generation [Graph], Salesforce Research, September 22, 2023. [Online]. Available: https://www.statista.com/statistics/1428508/human-connection-vs-automation-in-customer-service-netherlands/
