Stat Library

Cost of living is the top factor impacting consumer priorities.

80% of customers say the experience a company provides is as important as its products and services.

81% of customers expect faster service as technology advances.

73% of customers expect better personalization as technology advances.

65% of customers expect companies to adapt to their changing needs and preferences.

74% of customers expect to be able to do anything online that they can do in-person or by phone.

61% of Gen Z prefers to engage digitally, compared to 38% of baby boomers.

53% of customers expect companies to anticipate their needs, but only 33% say most companies address service issues proactively.

47% of customers are willing to pay extra for better customer service, including:

• 35% of baby boomers
• 46% of Gen X
• 59% of millennials
• 48% of Gen Z

74% of customers are concerned about unethical use of artificial intelligence.

63% of customers are concerned about bias in AI.

77% of customers expect to interact with someone immediately when they contact a company.