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