Almost half of consumers say they have suffered poor service over the last year

Some 61% of survey respondents said they would rather speak to a human being than a chatbot (Alamy/PA) -

Almost half of consumers say they have suffered poor customer service over the last year, with many wanting more “human” support from brands, a survey has found.

One in six consumers (15%) believe customer service standards have declined in the past year, according to the study for reviews site Trustpilot.