No Love Lost: Why Customers Are Breaking Up with Bad Service

This Valentine’s Day, customers aren’t just walking away from bad relationships—they’re walking away from bad service. New research from Cirrus reveals that long wait times, vague responses, and endless transfers are turning customers off, with significant differences in expectations across regions and generations.

A survey of 2,000 UK adults exposes the growing divide in customer service preferences, with older customers demanding faster resolutions, Londoners embracing AI and self-service, and customers in the North prioritising friendly, human interactions. The challenge for businesses? Striking the right balance between speed, efficiency, and personal service.

Key insights for CX leaders

• Older customers have zero patience – Those aged 65+ are 60% more likely than 18-24s to demand quick resolutions (61% vs. 38%), with 75% saying they would leave a company due to long wait times.
• Londoners want service on their terms – They are 87% more likely to expect 24/7 availability than the rest of the UK (45% vs. 24%).
• Self-service is a hit in the capital – Londoners are 63% more likely to prefer self-service options than other regions (18% vs. 11%).
• Customers in the North value human connection – 65% of customers in the North East and 63% in the North West say a friendly and helpful human is their top priority, compared to just 52% in London.
• Long wait times kill loyalty – 66% of customers say they would stop using a company that makes them wait too long, with older customers 31% more likely than younger ones to walk away (75% vs. 57%).
• Getting passed around is a deal-breaker – 61% of customers say being shuffled between agents would force them to stop using a company, with older customers the least tolerant (74%).
• Unclear responses drive customers away – 73% of those aged 65+ say unclear or unhelpful responses would make them leave, compared to 60% of younger customers.
• AI isn’t the problem—bad implementation is – While 53% dislike being forced to use a virtual agent, Londoners are 19% less likely than the rest of the UK to reject AI-led interactions.

AI and Agents: The Perfect Match for Better Service

Customers want service that’s both fast and personal—but businesses are still struggling to get it right. The key to success isn’t choosing between AI and human service—it’s combining both to deliver a better customer experience.

At Cirrus, we help businesses create effortless customer experiences by using AI-powered tools to reduce wait times, eliminate bottlenecks, and improve customer satisfaction. The right technology can transform service interactions by:

• Intelligent call routing – Reducing wait times and preventing customers from being passed around by directing them to the right agent instantly.
• AI-powered agent assist – Equipping agents with real-time insights to resolve queries faster and provide accurate, personalised responses.
• Proactive customer updates – Reducing frustration with automated updates on orders, payments, and appointments before customers need to ask.
• Blended AI and human service – Ensuring AI is never a dead-end, with seamless transitions from self-service to human agents when needed.

Jason Roos, CEO of Cirrus, commented:

“Finding the perfect match between automation and human customer service is no easy love story. Different generations want different things—our research shows that older customers have far less patience, while younger ones are more open to AI-driven interactions. Businesses need to be adaptable, ensuring they’re meeting these evolving expectations without leaving anyone behind. And just like in any great relationship, the key is removing barriers, not creating them—especially for vulnerable customers.”

The message for businesses: Stop making customers wait, or they’ll move on

Whether it’s older customers demanding faster resolutions, Londoners embracing AI and self-service, or Northern customers prioritising friendly interactions, one thing is clear: bad service breaks customer relationships. The businesses that get it right will be the ones that use technology to help agents resolve issues faster, strengthen connections, and ultimately keep customers coming back.