Commentary
It is easy to ignore a Gallup survey as something that doesn’t apply to your business. Still, the imbalances reported here are concerning, especially since experiences even before AI made finding an employee in a business a challenge. This article begs for attention as more and more self-service options eliminate human connections.
In Q3 2025, 43 percent of U.S. employees strongly agreed they feel great responsibility for the customer experience . . . BUT only 23 percent strongly agreed their organization always delivers on the promises it makes to customers. Staffing shortages were identified as the greatest barrier to delivering exceptional products and services to customers.
Source: Gallup, February 23, 2026. Link.
U.S. workers’ sense of accountability for customer experience exceeds their confidence in their organizations’ ability to deliver on customer promises as staffing levels decline.”
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