The Times: HappyOrNot data reveals which generation is hardest to please
HappyOrNot’s customer feedback data has been featured in The Times, challenging the familiar stereotype of the “grumpy old man”. Our analysis of more than one million customer interactions explores how satisfaction changes across both age and gender, revealing some striking differences between generations.
Across all locations analyzed, positive feedback rose steadily with age, from 82.3% among 15 to 24-year-olds to 91.5% among those aged 65 and over. Women were also slightly more positive overall, with satisfaction 2.3 percentage points higher than among men.
The generational divide was especially clear in retail. Among men, 17% of 15 to 24-year-olds gave negative feedback, compared with just 8% of those aged 65 and over. The Times explores what could be driving these differences, including whether younger consumers’ expectations of fast, frictionless digital experiences are raising the bar for service in physical locations.