Research by Cirrus reveals that customers are facing dissatisfaction due to long wait times, vague responses, and repeated transfers in customer service interactions in the UK.
According to the survey of 2,000 UK adults, there is an evident generational divide with older customers expressing a stronger demand for quicker resolutions. Of those surveyed, 61% of individuals aged 65 and over prioritised fast resolutions, whereas only 38% of Gen Z respondents shared this preference. For businesses, this underscores the necessity of implementing strategies that can offer quick solutions, particularly for older clientele who are less tolerant of delays.
Furthermore, the research highlights a regional openness towards AI and self-service options, particularly among Londoners. Individuals in London are less likely to reject AI-led interactions and more inclined to utilise self-service facilities compared to people in other parts of the UK. This suggests a regional variation that businesses might exploit by localising service strategies.
There is also a notable dissatisfaction linked to the practice of transferring customers between multiple agents. Around 61% of those surveyed cited this as a major frustration, with older respondents feeling particularly aggrieved. The report suggests that reducing the number of transfers is crucial to maintaining customer satisfaction and preventing disengagement.
Another significant point is the impact of unclear responses. Among the surveyed, 73% of customers aged 65 and over indicated that they would consider leaving a business over unhelped or vague answers. This compares to 60% of younger customers, indicating a need for clarity and precision in communications to retain consumer trust.
Jason Roos, CEO of Cirrus, stated: "Finding the perfect match between automation and human customer service is no easy love story. Different generations want different things—our research shows that older customers have far less patience, while younger ones are more open to AI-driven interactions. Businesses need to be adaptable, ensuring they're meeting these evolving expectations without leaving anyone behind. And just like in any great relationship, the key is removing barriers, not creating them—especially for vulnerable customers."
The research identifies a "wait times" threshold as a critical barrier to customer loyalty. It suggests that as many as 66% of customers would consider abandoning a business due to prolonged wait times. Further emphasis is placed on older customers, who are reportedly 31% more likely than their younger counterparts to leave over this issue.
Roos also commented: "The real challenge isn't AI vs. humans—it's making AI work for both customers and agents. Get it right, and you speed up resolutions, improve service, and keep customers loyal. Get it wrong, and slow responses, vague answers, and endless transfers will drive them away—fast."
The findings propose several AI-powered solutions to enhance customer service experiences, such as intelligent call routing, AI-powered agent assistance, and proactive customer updates. These methods are intended to mitigate customer frustration and improve resolution times by directing customers more efficiently to the appropriate service channels.
