For Boomers Rating Customer Service, the Human Factor Matters Most

When rating a bank’s customer service, Boomers are 2.4 times more likely than Millennials to cite an interaction with an employee as “driving a positive experience” and 1.7 times more likely to consider it “a top source of frustration.” For Boomers, the human factor matters most; for Millennials, it’s technology and innovation.

—Medallia Institute