Nearly six in ten respondents said that they felt customer service was less human than it was ten years ago, the poll, carried out by YouGov for Singapore Airlines, said.
This made them less likely to complain about a bad experience, with results suggesting they were twice as likely to complain to or dole out praise if they could do so face-to-face rather than over social media.
This is despite the popularity and convenience of being able to post a review online on websites such as TripAdvisor, suggesting instead that customers still yearn for traditional human interaction from businesses.
Politeness was the quality customers most wanted to see from a business, the survey showed, followed by transparency and clarity.
This story was originally published on traveller.com.au and can be read in full here.