Customer service has gotten worse for one-third of Americans
Core finding
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. This includes 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 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:
n = 1,000 · Dec 3–8, 2025 · MoE ±3.2%
Methodology
Full methodology →| Mode | Verasight panel recruited via random address-based sampling, random person-to-person text messaging, and dynamic online targeting |
|---|---|
| Population | US adults age 18+ |
| Field dates | Dec 3–8, 2025 |
| Base (unweighted) | 1,000 |
| Margin of error | ±3.2% |
| Module | soc_pol |
| Sponsor | Verasight |
| Weight variable | weight |
| Weighting targets | age, race/ethnicity, sex, income, education, region, metropolitan status |
Sources
- reports.verasight.io/r/verasight-human-v-synthetic
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:
Cite this question
Verasight Human/LLM Comparison Survey #2025-172, fielded December 3-8, 2025, N=1,000 US adults age 18+, +/- 3.2%.