Young people are more demanding than their elders when it comes to the quality of service

A survey of millennials twists conventional wisdom. Employees under 25 are not, in reality, so atypical.

or more commonly known as Generation Y is often, in the corporate world, stigmatized by negative discourse. The famous “Y” or “millennial” born between 1980 and 1997 would not conform to the traditional codes of the world of work. The Cultures Services barometer produced each year by the Service Academy undermines this reputation. A survey entitled “Young people and service” attempts to show that companies do indeed need this new generation, which is demanding in terms of service quality.

We know them to be “omni-connected” but they ultimately appreciate traditional services no less and expect conviviality and sharing. As proof: 53% of 18-24 year olds prefer to go to points of sale, unlike 49% of 25 and over. The fact that 18-25 year-olds are significantly more adept at face-to-face meetings is the second paradox.

Moreover, companies are particularly interested in the younger generation for three reasons. They are first and foremost a marketing issue. Companies are interested in young people to renew their brands. They are also a source of reflection on organizational arrangements and finally a challenge for managerial transformation. Confronted with new behaviors, companies can modify management methods within companies.

The results of the study show that the best rated business sectors in terms of services offered by 18-24 year olds are catering, then specialized distribution and finally e-commerce. All French people place e-commerce in first position.

Millennials appreciate traditional services more

The Internet “paradox”

Another lesson from the study: service attitudes are rated more severely by 18-24 year olds because they ultimately prove to be demanding in their expectations regarding the quality of service. Young people seem to pay more attention to the friendliness and smile of their interlocutor than their elders. 65% of 18-24 year olds believe that their interlocutors are friendly and smiling, compared to 71% among those over 25.

Respect and promises

The study also highlights that millennials are more attached to honoring commitments than the rest of the population. On this question, the difference with the entire population is significant: +8 points.

Finally, when they themselves are employees of a company, 18-24 year olds assess their level of satisfaction more positively than their customers. This phenomenon would reflect the sign of a very strong commitment to work and therefore the conviction to do a “good job” in addition to a very strong self-confidence.

* Study carried out for the Service Academy by the research company INIT with a representative sample of 1,229 people (of which 11% were between 18 and 24 years old).