Human connection and clear communication are critical for a positive customer service experience. In a study of more than 2000 Australians, findings revealed that while 81% report their most recent customer service interaction as positive, the cost of a negative experience is steep, and can impact more than just our wallet.

62% of Australians say their most recent customer service interaction took time or energy away from something that mattered, including personal downtime (39%), mental or emotional wellbeing (19%), family or friend time (13%), work or income (11%), and sleep (7%).

The research, commissioned by Australian insurance company Youi, reveals a clear blueprint for fixing the service industry problem

“Great customer experience isn’t accidental – it follows a recipe,” said Anthony Antonucci, Chief Customer Officer at Youi.

“Australians tell us the three ingredients that matter most are simple: being able to speak to a real person, having clear communication, and getting a quick, effective response.”

AI not the answer

As more companies lean heavily into automation and AI, access to a real human is becoming harder to find, and consumers are feeling the consequences.

“Even tech savvy Australians, who are comfortable with digital tools, still credit real human support as critical to resolving their issue,” said Mr Antonucci.

Among the Aussies that prefer technology, four in five (81%) still say speaking to a real person is important or essential for high-stakes customer issues, such as those affecting their finances, health or family. Further, 32% want to speak to a real person immediately when something goes wrong.

This sentiment is even more common among the general population, with two thirds of Australians (67%) saying they want to talk to a real person straight away when an issue arises.

“That tells us something important: technology can absolutely help, but it can’t replace empathy, clarity or genuine connection. These three elements are key to timely issue resolution, giving customers their time back,” said Mr Antonucci.

To find out more about the research, visit here.