In the Nordics, which refers to Sweden, Finland, Norway, and Denmark, the preference of automation or human interaction when it comes to customer service varied depending on the generation. The consumers which preferred an automated system for simpler issues the most were Millennials, with more than 65 percent respondent share. Millennials were also most likely to expect a person to respond when directly contacting a company, with 70 percent respondent share.
Share of customers preferring human connection vs. automation in customer service in the Nordics 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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The survey sample in Denmark accounted for one percent, Finland accounted for two percent, Norway accounted for one percent, and Sweden accounted for two percent of the total sample.
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Salesforce Research. (September 22, 2023). Share of customers preferring human connection vs. automation in customer service in the Nordics in 2023, by generation [Graph]. In Statista. Retrieved September 13, 2024, from https://www.statista.com/statistics/1428509/human-connection-vs-automation-in-customer-service-nordics/
Salesforce Research. "Share of customers preferring human connection vs. automation in customer service in the Nordics in 2023, by generation." Chart. September 22, 2023. Statista. Accessed September 13, 2024. https://www.statista.com/statistics/1428509/human-connection-vs-automation-in-customer-service-nordics/
Salesforce Research. (2023). Share of customers preferring human connection vs. automation in customer service in the Nordics in 2023, by generation. Statista. Statista Inc.. Accessed: September 13, 2024. https://www.statista.com/statistics/1428509/human-connection-vs-automation-in-customer-service-nordics/
Salesforce Research. "Share of Customers Preferring Human Connection Vs. Automation in Customer Service in The Nordics in 2023, by Generation." Statista, Statista Inc., 22 Sep 2023, https://www.statista.com/statistics/1428509/human-connection-vs-automation-in-customer-service-nordics/
Salesforce Research, Share of customers preferring human connection vs. automation in customer service in the Nordics in 2023, by generation Statista, https://www.statista.com/statistics/1428509/human-connection-vs-automation-in-customer-service-nordics/ (last visited September 13, 2024)
Share of customers preferring human connection vs. automation in customer service in the Nordics in 2023, by generation [Graph], Salesforce Research, September 22, 2023. [Online]. Available: https://www.statista.com/statistics/1428509/human-connection-vs-automation-in-customer-service-nordics/
