As we progress through 2025, one of the most persistent frustrations for consumers has been the difficulty in accessing helpful customer service. Complaints about excessive wait times, ineffective automated responses, and the struggle to reach a real person have been widespread. Many customers are finding themselves lost in endless loops of automated systems, often without any meaningful resolution to their issues.

The best and worst customer service survey by PissedConsumer sheds light on which industries are excelling and which are failing in providing support. Notably, streaming services are recognized for offering some of the best customer service, while food delivery companies fall on the other end of the spectrum, receiving criticism for poor support.

This article delves into the reasons why customer service seems more challenging than ever and highlights what separates companies with top-tier support from those that leave their customers dissatisfied.

Why Is Getting Customer Service Harder?

The PissedConsumer survey identified several key factors contributing to the increasing difficulty of obtaining effective customer service:

1. AI-driven automation: While automation can streamline simple inquiries, it often falters when handling complex or emotionally sensitive issues. This leaves many customers frustrated with unhelpful responses.
2. Limited access to human agents: A common issue is the inability to reach a real person. Many consumers report being stuck in chatbot loops, with no clear path to speak with a human representative.
3. Unclear or hidden contact information: Some businesses make it hard to find support details. Consumers often have to dig through lengthy FAQs or policy pages to locate the right contact information.
4. Slow response and resolution times: A significant portion of businesses with poor customer service take days to respond, and even then, issues may require multiple follow-ups to resolve fully.
5. Ambiguous policies on returns, cancellations, and refunds: Vague policies leave customers uncertain about how to handle issues like cancellations or refunds, resulting in confusion and dissatisfaction.

What Sets the Best Customer Service Companies Apart?

Companies that provide the best customer service often share the following traits:

1. Easy access to human support: Even in a world of automation, the top companies make it simple for customers to reach a real person when needed.
2. Multiple communication channels: Customers appreciate having various options, such as phone support, chat, or email, to contact the company in a way that suits them.
3. Quick responses: Leading companies understand that time is valuable, so they prioritize fast responses—usually within minutes or hours rather than days.
4. Effective issue resolution: The best companies not only solve problems but do so in a way that leaves customers feeling respected and valued.

How Can Consumers Improve Their Support Experience in 2026?

To ensure better customer service interactions in the future, consumers can take several proactive steps:

1. Research customer support before purchasing: Many people don’t consider customer service until a problem arises, often when it’s too late. It’s a good idea to research a company’s support practices before making a purchase. Ensure that the contact information is easy to find. If it's hidden, consider it a warning sign.
2. Review the Help Center or FAQ section: A comprehensive help center can save a lot of time by addressing common issues with clear, step-by-step instructions.
3. Check customer reviews: Look beyond just star ratings. Pay attention to recurring complaints, such as issues with refund delays or difficulty reaching a support agent. In-depth reviews often provide a clearer picture of a company’s service quality.
4. Understand policies upfront: Familiarize yourself with the company’s cancellation, return, and refund policies. Knowing the timelines, return shipping costs, and exceptions will help prevent surprises if you need to resolve an issue later.

By taking these steps, consumers can better position themselves to navigate customer service challenges in the year ahead.

In conclusion, although customer service struggles remain common in various industries, there are clear differences between those businesses that provide excellent service and those that fail their customers. Armed with the right knowledge and a proactive approach, consumers can greatly improve their chances of a satisfactory support experience in 2026.