Trustpilot: Share of Consumers Who Think Service Got Worse This Year Rises to 19%
75% of shoppers say reviews influence their purchasing decisions; every customer met with indifference is a sales risk.
What's happening
According to Customer Experience Magazine, new research from Trustpilot (an online review site that publishes reviews of businesses) shows that 19% of consumers believe service quality has declined. In the company's 2025 study, the figure was 15%; the magazine frames this as more than 10 million Britons saying service got worse this year. According to the article, 55% of British consumers rank speaking to a human rather than a bot as their top customer service priority, up from 51% a year earlier.
Whose desk it lands on
The executive responsible for customer experience. How many steps does it take a customer stuck with a bot to reach a human agent?
Our view
The CX Brief's interpretation, not a claim made by the source.
The cost of poor service is no longer measured only in complaint volumes: 75% of shoppers say reviews influence their purchasing decisions. And 55% of British consumers name talking to a human as their top service priority. A review written by a customer who cannot find that option also feeds into the decisions of others thinking of buying from the brand.
Source
Source:Trustpilot
Reported by: Customer Experience Magazine·November 3, 2026
Read it on Customer Experience Magazine →
