Report · Culture

Customer service has gotten worse for one-third of Americans

Reading

In a Verasight survey of 1,000 U.S. adults conducted Dec. 3 to 8, 2025, 34% of Americans said their recent customer service experiences are worse than they were one year ago. Including 23% who said somewhat worse and 11% who said a lot worse.

About one in five said their experiences are now better (18%), with 14% who said somewhat better and 4% who said a lot better. Nearly half said their experiences are about the same as a year ago (48%).

Topline

response scale

Topline scale

34% of Americans say their customer service has gotten worse over the past year, while 18% say it has gotten better.

We know companies differ in the level of service they provide, but in general, would you say that compared to one year ago, your recent customer service experiences are now:

  • About the same 48.2%
  • Somewhat worse 23.2%
  • Somewhat better 13.8%
  • A lot worse 10.9%
  • A lot better 4.0%

2025 · base n 1,000 · +/- 3.2%

soc_pol

View source

Methodology

Full methodology
Mode
Verasight panel recruited via random address-based sampling, random person-to-person text messaging, and dynamic online targeting
Field dates
2025-12-03 → 2025-12-08
Base (unweighted)
1,000
Margin of error
+/- 3.2%
Module
soc_pol

Source

  • 01
    Customer service has gotten worse for one-third of Americansreports.verasight.io/reports/verasight-human-llm-comparison-survey-2025-172

Citation

Verasight Human/LLM Comparison Survey #2025-172, fielded December 3-8, 2025, N=1,000 US adults age 18+, +/- 3.2%.

https://reports.verasight.io/reports/verasight-human-llm-comparison-survey-2025-172#we-know-companies-differ-in-the-level-of-service-they-provide-but-in-general-would-you-say-that-compared-to-one-year-ago-your-recent-customer-service-experiences-are-now

Verasight survey methodology

How Verasight conducts surveys.

This page describes the Verasight general survey contract, separate from how the Data Library packages it. Each wave's specific field dates, sample sizes, and module breakdown are listed in that wave's report.

Mode
Verasight panel recruited via random address-based sampling, random person-to-person text messaging, and dynamic online targeting.
Population
US adults age 18+.
Sample design
Surveys are run as omnibus or single-topic waves. Omnibus waves are split into modules with their own respondent set, typically around one thousand respondents per module.
Field window
Each wave specifies its own field dates. Most omnibus waves field across roughly two weeks.
Weighting
Per-module weighting to CPS targets including age, race and ethnicity, sex, income, education, region, and metropolitan status.
Partisanship benchmark
Pew Research Center's NPORS benchmarking surveys, three-year running average.
Vote benchmark
2024 presidential vote population benchmarks.
Margin of error
Typically about plus or minus 3.4 to 3.6 percent per module at standard module sizes. Question-level MoE is recomputed when a base shrinks materially below the module baseline.
Reporting
Every wave is published as a standalone report at verasight.io/reports with full instrument and methodology.
Transparency
AAPOR transparency standards.

Wave-specific methodology, full weighting variable lists, and verbatim instrument text live in each report at verasight.io/reports.