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Millennials and men are the most demanding when it comes to customer service in the UK

Millennials and men are the most demanding when it comes to customer service in the UK

Survey by Lithium Technologies uncovers the rise of extreme customer expectations

News summary

  • Three in four UK adults expect a reply from a company to their query within the same day and nearly half expect a reply within the hour
  • Younger UK adults ages 18-24 are most demanding, with over half expecting a response to their query within the hour
  • More men expect a near immediate response, whereas women seem to be more realistic
  • More than three in five people only call a 0800 or other toll-free number for customer service issues as a last resort

LONDON 5 May, 2016: New research from Lithium Technologies reveals fast changing expectations for online customer service in the UK is being pushed by younger tech-savvy generations. The survey found that an overwhelming majority of UK adults (75 per cent) expect online queries to be dealt with the same day and nearly half (47 per cent) expect a reply within the hour, up from 67 per cent and 30 per cent respectively in 2014.

The survey of more than a 1,000 consumers lifts the lid on customer expectations, and shows the extent to which brands are falling short in satisfying their consumers.

The research reveals that millennials (ages 18 to 24) are by far the most demanding generation, with 55 per cent expecting a response within the hour, compared to 41 per cent of people aged 35 to 54. And men are the more demanding gender when it comes to customer service demands, with 23 per cent expecting a near immediate response to a query, whereas women seem to be more realistic (15 per cent).

Further evidence shows that customer service habits are changing, especially when it comes to the preferred method of contact, with more than three in five (62%) UK adults revealing they only call a 0800 or other toll-free numbers for customer service issues as a last resort.

“As technology has evolved, so too has the need for immediacy in customer communications,” said Fabrice Etienne, Marketing Director, Lithium Technologies, EMEA. “Brands need to do more to meet their customers’ expectations by engaging them online, or risk losing them to more digitally-advanced companies.”

ENDS

Survey methodology

The survey was conducted online within the UK by Harris Poll between 20th January and 22nd January, 2016, among 1,012 adults aged 18 or over and between 7th May and 13th May, 2014 among 1,006 Great Britain adults aged 18-64.

About Lithium: Lithium builds trusted relationships between the world’s best brands and their customers, helping people get answers and share their experiences. Customers in more than 34 countries rely on Lithium to help them connect, engage, and understand their total community. With more than 100 million monthly visits over all Lithium communities and 750 million online profiles scored by Klout, Lithium has one of the largest digital footprints in the world. Using that data and the company’s software, Lithium customers boost sales, reduce service costs, spark innovation, and build long-term brand loyalty and advocacy. To find out how Lithium can transform your business—and to share the experience enjoyed by 300 other leading brands around the world, visit www.lithium.com, join our community at community.lithium.com, or follow us on Twitter @LithiumTech. Lithium is a privately held company headquartered in San Francisco.

The Lithium® logo is a registered Service Mark of Lithium Technologies. All trademarks and product names are the property of their respective owners.

Lithium Media Contacts
Eddie McGraw, Corporate Headquarters & Global
eddie.mcgraw@lithium.com
+1 (650) 430-1978
Katrina Estrella, Corporate Headquarters & Global