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Share of customers preferring human connection vs. automation in customer service in Germany in 2023, by generation

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Source

Release date

September 2023

Region

Germany

Survey time period

May 3 to July 14, 2023

Number of respondents

14,300 consumers worldwide*

Supplementary notes

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

Citation formats

Preferences for human connection vs. automation in customer service in Germany 2023

Published by
F. Watty,
Nov 26, 2025
German consumers gave insight into their expectations and preferences in regard to automation or human interaction in customer service in 2023. When looking at the responses by generation, Millennials were most likely to prefer the automated system in order to solve smaller issues, with almost ** percent respondents, while also being most likely to expect a human to respond when directly contacting a company, with more than ** percent.
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