Why instant answers are making customer experience worse
For years, customer experience teams chased speed. Faster first response times. Instant chat replies. AI answers in seconds.
On paper, it looked like progress.
But when we surveyed more than 600 U.S. consumers in October 2025, a clear pattern emerged: Speed alone isn’t making customers happier. In many cases, it’s making things worse.
75% of customers told us they’ve received a fast response that still left them frustrated.
That one stat captures a core issue facing CX teams heading into 2026: Fast does not mean helpful. Instant does not mean resolved. And speed without understanding can actively erode trust.
The speed trap
In 2025, response time became a proxy forgood CX. If the bot answered in seconds, the experience was labeled“successful.”
Customers experienced something very different — Fast replies that didn’t address the real issue. Answers that forced them into another channel. And scripts that sounded polished but missed the point.
This created what many respondents described as “fast but unresolved” service.
When asked what matters most in a supportinteraction, customers were clear:
- 68% said getting a complete resolution
- 18% said feeling understood or listened to
- Only 15% said speed of response
Speed ranks last. Yet many AI systems are optimized almost entirely around it.
Faster frustration is still frustration
A chatbot that responds in five seconds but sends you in the wrong direction isn’t helpful – it’s accelerating dissatisfaction.
Our survey results reinforce thisdisconnect:
- 79% of people said they’d rather speak to a real person than AI
- 34% said AI customer support made things harder
- 75% experienced a fast response that still left them frustrated
Customers told us, in their own words:
“Actually resolve the issues I bring up.”
“Have real people who know the answer and make it right.”
“Listen first and acknowledge the customer.”
Speed without resolution does not feel efficient. It feels careless.
Instant answers crowd out empathy
When speed becomes the primary goal, empathy is often the first thing to go. Agents are pressured to reply quickly, not thoughtfully. AI systems are designed to answer immediately, not accurately. And context gets skipped in favor of throughput.
That tradeoff shows up clearly in customer sentiment.
Research consistently shows that satisfaction rises when customers feel heard and understood. In our survey, feeling understood ranked second only to full resolution. Yet many “instant” experiences remove the very pauses that allow empathy to surface.
Some brands are starting to recognize this and experiment with strategic pacing: Giving agents a few extra seconds to review history, understand sentiment, and respond with clarity. Early signals show fewer repeat contacts and fewer escalations.
Slower isn’t the goal; smarter is.
What thoughtful speed looks like in 2026
Customers don’t want delays - they want confidence.
Thoughtful speed means:
- AI surfaces context before the first reply
- Systems recognize complexity early
- Automation steps aside when it can’t fully resolve
- Humans enter the conversation informed and empowered
In this model, AI handles detection and preparation while humans handle nuance, reassurance, and decisions that shape trust. The experience feels guided, not rushed.
That shift is already underway among teams that understand that speed is meaningless if customers leave anyway.
Download the full 2026 trends report
This post highlights just one theme from our Customer Experience 2026 Trends Report, based on a survey of 600 U.S. consumers.
The full report explores:
- Why faster CX often backfires
- How AI-driven speed impacts loyalty and trust
- What customers actually want from support in 2026
- How to balance automation with empathy and resolution
Download the full report to explore the data and insights shaping CX in 2026: 2026CX Trends:theBacklash and the Bounceback.
Not necessarily. Only 15% of customers in our survey said speed matters most in a support interaction. The majority prioritize complete resolution and feeling understood over response time alone.
Faster customer support isn’t better because speed alone doesn’t solve problems. Our survey shows customers value resolution and feeling understood far more than instant replies.
Only 15% of customers said speed matters most in support interactions. Meanwhile, 75% said they have experienced fast responses that still left them frustrated.
No, customers don’t want slower service. Customers want accurate, thoughtful service. They prefer reliable resolution over instant but shallow responses.
Resolution ends the customer’s problem. Speed without resolution often creates repeat contacts, escalations,and churn. Customers rank full resolution as the top driver of satisfaction and loyalty.
Many AI systems are optimized for quick replies and deflection. When AI answers without sufficient context or escalates too late, it accelerates frustration rather than reducing it.
Thoughtful speed combines responsiveness with understanding. AI prepares context and identifies intent, while humans deliver clarity, empathy, and resolution.
All data cited comes from Glance’s Customer Support Survey of 600 U.S. consumers conducted in October2025, featured in the 2026CX trends report.
