In-Person Customer Service Ratings Higher Among Older Generations

November 16, 2015

Gallup-In-Person-Customer-Service-Ratings-by-Store-Generation-Nov2015Source: Gallup

    Notes: Almost 9 in 10 (89% of) American adults who visited a bank branch during the past month report that the customer service was either excellent (38%) or good (51%), and a similar 87% of pharmacy and grocery store visitors rated the service during their visit that highly, according to a Gallup survey. Of the 7 store types measured, fast food restaurants had the lowest ratings, though almost 7 in 10 found the service at least good. Of note, Baby Boomers and Traditionalists reported higher service ratings than Millennials and Gen Xers, across store types.

    The gap in ratings across generations was largest for fast food restaurants (83% for Traditionalists and 66% for Millennials) and smallest for clothing or retail stores (83% for Baby Boomers and 76% for Gen Xers).

      Related: What Service Factors Matter Most to Banking Customers?

        About the Data: Results for this Gallup poll are based on telephone interviews conducted Oct. 26-Nov. 3, 2015, on the Gallup U.S. Daily survey, with a random sample of 3,572 adults, aged 18 and older, living in all 50 U.S. states and the District of Columbia. For results based on the total sample of national adults, the margin of sampling error is ±2 percentage points at the 95% confidence level. All reported margins of sampling error include computed design effects for weighting.

        The generations were defined as follows:

        • Millennials (born 1980-);
        • Gen Xers (1965-1979);
        • Baby Boomers (1946-1964); and
        • Traditionalists (1900-1945).
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