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

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Source

Release date

September 2023

Region

Netherlands

Survey time period

May 3 to July 14, 2023

Number of respondents

14,300 consumers worldwide*

Supplementary notes

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

Citation formats

Human connection vs automation in customer service in the Netherlands 2023

Published by
F. Watty,
Dec 13, 2023
In the Netherlands, the preference of human interaction or automated customer service varied by generation in 2023. When asked about whether or not they prefer automated services for solving simpler issues, Generation Z was most likely to prefer the automated system, with ** percent respondent share. Both Millennials and Generation Z stated that they expect a human to immediately respond to them when contacting a company directly, both with around ** percent share of respondents.
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