The document discusses declining customer satisfaction levels in South Africa and how customer needs and expectations are changing. It notes that service levels have dropped significantly over the past decade according to survey data. Customers now expect more humanity and social responsibility from businesses where government services are lacking. The private sector must adapt to these changing dynamics by focusing more on relationship building and multidimensional communication rather than just transactions. Specific customer segments like Generation Y are increasingly dissatisfied and businesses need to understand what drives retention for different demographic groups.