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Link to original content: http://statista.com/statistics/1428519/human-connection-vs-automation-in-customer-service-uk/
UK: human connection vs automation in customer service 2023 | Statista

Preferences for human connection vs. automation in customer service in the UK 2023

Published by Statista Research Department, Dec 13, 2023
In the United Kingdom, the preference for automated customer service and human interaction when contacting a company varied depending on generation in 2023. Generation Z was most likely to prefer an automated system when it comes to solving simpler issues, with a little less than 70 percent share of respondents. Millennials were most likely to expect human interaction when contacting a company online, with more than 65 percent respondent share.

Share of customers preferring human connection vs. automation in customer service in the United Kingdom (UK) in 2023, by generation

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Release date

September 2023

Region

United Kingdom

Survey time period

May 3 to July 14, 2023

Number of respondents

14,300 consumers worldwide*

Supplementary notes

The survey sample in the United Kingdom accounted for 5 percent of the total sample.

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