Twilio Study Finds Australians’ Digital Patience Waning As AI Reshapes Customer Service
Patience is a virtue but not when it comes to digital, it seems. Australian consumers in 2025 are losing patience with automated customer service systems.
A new research report, Decoding Digital Patience, commissioned by Twilio, found that 96 per cent of Australian consumers believe they’re expected to be patient and polite in customer service interactions.
- 7,331 consumers were surveyed in August 2025 across seven markets in Asia Pacific.
- 1,031 consumers were surveyed in Australia.
Patience is widely expected in Australian culture, but it often breaks down in digital interactions.
Author's summary: Australians lose patience with automated customer service.
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