Survey: Greeks prefer human customer service over chatbots

Greek consumers are sending a clear message to businesses, according to a Focus Bari survey in collaboration with YouGov: technology alone is not enough without substance and respect for human needs.

The (Re)Defined survey, with a sample of 1,003 people, was presented at “The BIG P” conference and recorded citizens' expectations for innovation, adaptability, ethics, and social contribution from businesses.

Almost eight out of ten citizens want better service from humans and not from chatbots, while 75% consider customer experience a key factor of trust. Consumers also demand transparency in data use and privacy protection.

The survey highlights the need for state support for small and medium-sized enterprises, with an emphasis on tax reform, access to capital, and digital upgrading of employees. 87% consider innovation necessary for the survival of businesses.

In addition, seven out of ten want mental support and flexibility at work, while citizens want socially active, ethical, and politically independent businesses.

Finally, the study concludes that technology should be balanced with human contact and a meaningful customer experience.