{"id":315466,"date":"2020-05-20T06:12:13","date_gmt":"2020-05-20T13:12:13","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&p=315466"},"modified":"2020-05-20T06:05:45","modified_gmt":"2020-05-20T13:05:45","slug":"genesys-survey-finds-only-52-of-consumers-feel-theyre-treated-with-empathy-when-contacting-customer-support","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/genesys-survey-finds-only-52-of-consumers-feel-theyre-treated-with-empathy-when-contacting-customer-support","title":{"rendered":"Genesys Survey Finds Only 52% of Consumers Feel They\u2019re Treated with Empathy When Contacting Customer Support"},"content":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text el_class=”pre_h1″]05\/20\/2020[\/vc_column_text][vc_column_text]<\/p>\n

Genesys Survey Finds Only 52% of Consumers Feel They\u2019re Treated with Empathy When Contacting Customer Support<\/span><\/b><\/h1>\n

71% in multi-country survey notice more personalisation in customer experiences thanks to technology<\/em><\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1572297878492{padding-top: 0px !important;}”][vc_row][vc_column][vc_column_text]Frimley <\/strong>\u2014 May 20, 2020 <\/strong>\u2014 It\u2019s a more efficient but somewhat impersonal world when it comes to customer service, according to a new survey sponsored by Genesys<\/a>\u00ae<\/u>, the global leader in cloud customer experience<\/a> and contact centre solutions<\/a>. Genesys gauged the sentiments of 5,000 adults in six countries: Australia, Germany, Japan, New Zealand, the United Kingdom (U.K.) and the United States (U.S.). While a majority (71%) believe that customer service has become more personalised in the last five years through the use of technology, nearly half (48%) still note a distinct lack of compassion in their treatment.<\/p>\n

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While many say customer service experiences have become more personalised, others say they haven’t reached their full potential\u2014showing an opportunity for companies to truly stand out. Just 21% say their customer service experiences have become \u201cmuch more\u201d personalised. Exactly half of those surveyed (50%) say their experiences are only \u201csomewhat more\u201d personalised, leaving a lot of room for improvement.<\/p>\n

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Despite the perceived increase in personalisation when contacting a company to resolve a support issue, just over half (52%) of survey respondents feel they\u2019re shown empathy when they need help. What\u2019s worse, participants sense this lack of commiseration from companies with which they regularly do business.<\/p>\n

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\u201cBusinesses that recognise the inextricable link between empathy and truly personalised experiences hold the key to establishing customer trust and long-term loyalty \u2013 especially as we navigate the longer-term impacts of COVID-19\u201d, said Mark Turner, executive vice president of global sales and field operations at Genesys. \u201cWith Experience as a ServiceSM<\/sup>, we\u2019re helping organisations leverage cloud and artificial intelligence technologies to individualise the service they deliver while showing customers they\u2019re truly heard and understood.\u201d<\/p>\n

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Knowing Customers is Key<\/strong><\/p>\n

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Younger consumers especially recognise the benefits of personalisation. They know what they want, how they want it and when, and are more willing to share personal details to get it. A full three-quarters of Millennials (76%) and Gen Zers (76%) in the survey say customer service experiences have become more personalised in the last five years, compared to 69% of Gen Xers and 66% of Boomers.<\/p>\n

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Consumers of varying ages expect different levels of empathy, with older generations wanting more understanding from organisations. While most Gen Zers (63%) believe businesses work to resolve issues with empathy, only half of Gen Xers (50%) and even fewer Boomers (47%) feel the same.<\/p>\n

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Perhaps because they\u2019re more accustomed to exercising patience, parents seem a bit more likely to hear empathy from customer service representatives. More than three in five parents (61%) say companies show empathy when resolving an issue, significantly more than their child-free peers (48%).<\/p>\n

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Location, location, location<\/strong><\/p>\n

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The Genesys survey data also shows that the degree to which consumers recognise personalised service varies depending where they live. While consumers in Germany (77%) and the U.K. (75%) are the most likely to say that customer service has become more personalised in the past five years, a full third of those in Japan (34%) and New Zealand (33%) think service has become less <\/em>personalised.<\/p>\n

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U.S. respondents were the most likely to say they experience empathy from their service providers (58%). It\u2019s the reverse in Germany (47%) and Japan (40%), where less than half said the businesses they deal with feel their pain.<\/p>\n

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Rather surprisingly, city dwellers (58%) are considerably more satisfied with the level of empathy they receive than participants in the suburbs and rural areas (both at 49%). Perhaps the pace of city life leaves less time for pleasantries, so the empathy bar is lower?<\/p>\n

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Below are some additional highlights from the survey conducted in the U.K.:<\/strong><\/p>\n

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