Human Connection Matters to Gen Z: Ooma Survey Busts Myths Around Generational Communication Preferences
June 26 2019 - 8:00AM
Ooma, Inc., a smart communications platform for businesses and
consumers, today announced the results of a survey1 commissioned to
discover consumers’ preferred method for communicating with local
businesses. In this study, Ooma surveyed 500 people each from four
different generations: Baby Boomer (55-75 years old), Gen X (40-54
years old), Millennial (25-39 years old) and Gen Z (4-24 years
old). Overall, the survey findings show that across the board, all
generations are seeking a human to human connection, preferring in
person and phone calls over any other method of communication –
largely driven by speed and accuracy of speaking to a real person
when it’s important.
Most notably, the survey busts a common myth about Gen Z. Viewed
as the most digitally connected generation so far, Gen Z has a
reputation for avoiding phone conversations and solely
communicating through texting and social media apps. The survey
indicates Gen Z, with an estimated purchasing power of $153 billion
a year2, overwhelmingly prefers the phone and face-to-face contact
when it comes to important interactions with local businesses. When
given the option, Gen Z will choose a direct, personal conversation
over all other means of communication.
Highlights include:
- Authentic, human contact prevails: 57% of
respondents prefer phone calls over electronic communication when
dealing with local businesses. 35% of Gen Zers specifically said
this is due to the speed and efficiency of phone conversations as
compared to texting and social media.
- A phone call is key in professional
situations: Phone calls are the most preferred when
contacting service professionals, including doctors, dentists and
other health care professionals, hair and beauty salons, auto
centers and legal and tax services.
- Social media is least favored: Only 17% of Gen
Zers like to communicate with local businesses over social media.
Among them, 30% say it is impersonal and 35% claim slow responses
to inquiries.
- Email is geared toward Baby Boomers: Email is
more often a preferred method of communication for Baby Boomers,
while Gen Z prefers email the least.
- Gen Z prefers human contact for booking
hotels: 47% of Gen Zers choose to call a local hotel,
compared to just 8% who would want to text with them, and 8% who’d
communicate with them over social media.
“Despite Gen Z’s reputation for being glued to texting, tweeting
and Instagramming on their devices, Ooma’s survey has shown that
this generation, along with all others surveyed, drastically prefer
to handle both urgent and day to day communications through their
phone,” said Ken Narita, director of business marketing at Ooma.
“Phone conversations provide an authentic experience that allows
for quick actions and solutions, and it’s clear that local
businesses need to offer a clear way for people to reach them and
communicate in this preferred method.”
Ooma helps small- and mid-sized businesses make human
connections through Ooma Office (https://www.ooma.com/office/), a
cloud-based phone service available at a straightforward fee of
$19.95 a month per user with no contract required. Customers have
their choice of hardware – conventional analog phones, IP phones,
or virtual service through the Office for Mobile app, or any
combination of the three. Advanced features such as a virtual
receptionist, ring groups, call parking and extension monitoring
give businesses the tools they need to avoid missed calls and get
customers to the right person as fast as possible.
To learn more about Ooma’s survey, please visit:
https://www.ooma.com/blog/human-connection-matters-gen-z-ooma-survey-busts-myths-around-generational-communication-preferences.
1 Data is from a survey commissioned by Ooma from Sapio Research
of 2,046 U.S. residents in May 2019.
2
https://www.inc.com/marla-tabaka/forget-millennial-purchasing-power-gen-z-is-where-its-at.html
About Ooma, Inc.Ooma (NYSE:
OOMA) creates powerful connected experiences for businesses and
consumers, delivered from its smart cloud-based SaaS platform. For
businesses of all sizes, Ooma provides advanced voice and
collaboration features that are flexible and scalable. For
consumers, Ooma’s residential phone service provides PureVoice HD
voice quality, advanced functionality and integration with mobile
devices. Ooma’s groundbreaking smart security solution delivers a
full range of wireless security sensors and an intelligent video
camera that make it easy for anyone to protect their home or
business. Learn more at www.ooma.com
MEDIA CONTACT:Mike Langberg at
Oomapress@ooma.com650-566-6693
INVESTOR CONTACT:Matt Robison at
Oomair@ooma.com650-300-1480
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