News

Customer service ranks big with millennials, reveals survey

November 16, 2018

Strong human connection is a key customer service experience element for consumers, according to a Uject survey conducted in partnership with Branded Research.

Two of three — 66 percent of Americans view customer experience as important as quality or price in the retail interaction, and customer service is as important as product quality and price when making a purchase, according to a press release on the survey.

The level of importance, noted the research, varies across different consumer demographic groups. Baby Boomers and Gen Xers, for example, care more than millennials.

The research also reveals more than half, 58 percent, of consumers don't view chat bots as being as effective as they could be and 56 percent would rather chat with a live representative to resolve an issue.