In a survey of 1,200 consumers, published by customer relations company Intervoice, respondents cited limited access to services (36 per cent) and time consuming and arduous customer support (54 per cent) as reasons for the decline in high street stores and from call centres or over the internet.
The survey, conducted by research company TNS to mark today's start of National Customer Service Week, highlighted the fact that four out of five 16- to 34-year-olds preferred being contacted by companies via the internet. This figure fell to two-thirds when applied to over-55s.
Intervoice EMEA deputy managing director Richard Arnold said: 'Now, organisations can offer their consumers a choice in how they want to be interacted with. This will help prevent organisations running the risk of alienating specific age groups.'