News
Post-pandemic customers are more demanding, even abusive
E
Emily Rust
Gallup's (2024) research into US organisations suggests post-pandemic customers have "formed new habits and expectations for customer service".
The nationally representative Gallup survey of 18,665 US employees highlights employees have noticed shifts in customers' behaviour, with the top observations being:
- More demanding of and expecting higher levels of service (experienced by 43% of respondents)
- Greater expectations for virtual/remote service (28%)
- More emotional interactions (11%)
On a constructive note, Gallup suggests leaders can make an immediate difference and create a more customer-cen
Gallup's (2024) research into US organisations suggests post-pandemic customers have "formed new habits and expectations for customer service".
The nationally representative Gallup survey of 18,665 US employees highlights employees have noticed shifts in customers' behaviour, with the top observations being:
More demanding of and expecting higher levels of service (experienced by 43% of responden...