Mike speaks with Barry Urquhart, Managing Director of Marketing Focus, about new research showing service standards and customer satisfaction are declining as businesses rely more on AI, automated systems and staff cuts to manage rising costs.

A national online survey of 938 Australians in February 2026 found growing frustration with impersonal service, slow responses and reduced access to frontline staff.

Long phone waiting times were the biggest complaint, often causing customers to abandon contact altogether.

The study also found 63% of people now expect poor or impersonal service before even contacting a company, highlighting growing anxiety and declining trust in customer support.