Share of customers by poor customer service experiences by age worldwide 2018

Published by
Raphael Bohne,
Jul 6, 2022
This statistic shows the share of customers worldwide by their opinion about the most frustrating aspect of a poor customer service experience in 2018, by age. During the survey, 26 percent of respondents, aged between 18 and 34 years, cited not being able to resolve their issue on their own using self-service as one of the most frustrating aspect of a poor customer service experience.

Share of customers worldwide by poor customer service experiences in 2018, by age

CharacteristicAges 18 to 34Ages 35 to 54Ages 55 and older
Not being able to resolve the issue on my own using self-service 17% 12% 8%
Difficulty reaching or inability to reach a live agent 18% 19% 25%
The representative lacks the knowledge or ability to resolve my issue 36% 37% 35%
Having to repeat or provide my information multiple times 30% 32% 31%
Showing entries 1 to 4 (4 entries in total)
Created with Highcharts 7.2.2Share of respondents8%8%25%25%35%35%31%31%12%12%19%19%37%37%32%32%17%17%18%18%36%36%30%30%Ages 18 to 34Ages 35 to 54Ages 55 and olderNot being able to resolve the issue on my own using self-serviceDifficulty reaching or inability to reach a live agentThe representative lacks the knowledge or ability to resolve my issueHaving to repeat or provide my information multiple times
0%2.5%5%7.5%10%12.5%15%17.5%20%22.5%25%27.5%30%32.5%35%37.5%40%42.5%

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Release date

March 2019

Region

Worldwide

Survey time period

2018

Number of respondents

5,000 respondents

Age group

18 years and older

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