Research: Consumers Want More, Expect More

A survey from the Webby Awards reveals that consumers expect more customer service than ever before.


The Webby Awards team released research this week that shows what we all kind of knew anyway: Consumer expectations for service are at an all time high. Eighty-nine percent of consumers surveyed, in fact, expect to be able to get what they want, when they want it, taking the idea of a service economy to an entirely new level. The results come from an online survey of over 2,000 U.S. adults over the age of 18, conducted by Harvey Polls at the Webby’s request.

Highlights from the study:
1) Instant Gratification: Whether it’s laundry, sushi or a taxi, we want it now. And why shouldn’t we? There’s always an app for that. Eighty-nine percent of survey participants expect to be able to schedule a service whenever they need it.

2) Complete Transparency: 85 percent of consumers say when using any service, they expect customer reviews to be provided publicly. They also want to be able to tweet or real-time chat with representatives.

3) Seamless Experiences: One-click ordering is great, but we expect even more. From the study:

  • 79 percent expect same-day delivery will be available for items typically found on sites like Amazon.
  • 48 percent believe there will be a service that sends products to them before they’ve been ordered.
  • 52 percent anticipate most of their current interactions with service people (cashiers, cab drivers, waiters, etc.) will be handled by Internet services and apps.

Does this surprise anyone? You can see a slideshow of the study embedded below. In the meantime, the deadline for the 19th annual Webby Awards is December 19. You can find more information and enter here.