Consumer Behavior

Consumers struggling to get help, frustrated by search efforts

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April 24, 2025

A good number of consumers, 84%, struggle to find information during search efforts and 53% cite search as their biggest frustration in the digital customer experience.

Those are top findings from Coveo's fifth annual CX Relevance Report conducted with Arlington Research.

The report included a survey of 4,000 U.S. and U.K. customers on trends shaping the customer experience landscape, according to a press release. It revealed consumers are increasingly turning to self-service, with a growing demand for instant answers in search results, relevant content recommendations, and AI-guided troubleshooting.

"In an era of instant gratification, minimizing customer effort is paramount. Every interaction must minimize friction and maximize relevance," Patrick Martin, EVP of global customer experience at Coveo, said in the release.

Additional findings include:

• 72% of customers abandon websites after negative experiences. However, 62% are willing to try again — especially Gen Z and Millennials — by refining searches, using filters, or browsing site categories.
• 69% have a desire for AI-powered resolutions, 48% want educational tools/guides, and 44% seek AI-powered virtual assistants.
• 49% of customers have experienced AI "hallucinations," leading to widespread skepticism and a 42% rate of fact-checking generated answers.
• 53% of customers are still willing to share details for better, more personally relevant solutions, a rate that rises among Gen Z and Millennials (60% and 62%, respectively).