SurveyMonkey vs YouGov

Brands revive human-staffed phone lines amid AI fatigue

Amid growing consumer frustration with AI customer service, several direct-to-consumer brands like Sproos, Made In, and Trade Coffee are reintroducing human-staffed phone lines as a differentiator. A SurveyMonkey study found that 79% of Americans prefer human interaction over AI agents. These brands report increased customer loyalty and deeper insights into customer journeys through phone conversations. The trend highlights a backlash against over-automation and a strategic move to blend human touch with digital efficiency, with some brands even training staff to provide expert advice and sharing call insights with marketing teams.

• 79% of Americans strongly prefer interacting with a human over an AI agent (SurveyMonkey study).
• Sproos, a DTC showerhead brand, launched a human-staffed phone line on Sundays through Fridays, receiving about 30 calls per day.
• Made In cookware operates an AI chatbot but also maintains a phone line, with staff using FaceTime and Zoom for customer assistance.

EU AI Act Disclosure Rules Shape Customer Service Bot Decisions

This CMSWire article examines how brands should determine when to use AI versus human agents in customer service, citing MIT research showing human-AI combinations often underperform the best human-only or AI-only systems. Consumer studies indicate a strong preference for humans in high-stakes interactions, but acceptance of AI for transactional tasks. The EU AI Act Article 50 transparency obligations, effective August 2, 2026, require clear disclosure when interacting with AI. The article argues that transparency, when done well, builds trust and can expand AI's role over time. It offers a framework based on friction, conditional preference, transparency, and frontline knowledge to guide where AI should handle interactions, emphasizing process redesign over simple task reassignment.

• EU AI Act Article 50 transparency obligations require clear disclosure when interacting with AI, effective August 2, 2026.
• MIT Center for Collective Intelligence reviewed 106 experiments and found human-AI combinations underperformed the best human-only or AI-only systems on average.
• Metrigy's 2025-26 consumer study found 84.7% prefer human agents, but 46% will use AI for specific transactional tasks.

SurveyMonkey announces 40 #1 rankings in G2’s Fall 2026 reports

SurveyMonkey announces 40 #1 rankings in G2’s Fall 2026 reports August 27, 2026

10-Q Financial Filing Analysis for YouGov (2026-08-05)

Clear Secure, Inc. (operating under ticker YOU) reported strong financial and operational results for the second quarter ended June 30, 2026. Consolidated revenue reached $277.8 million, representing a 26.6% year-over-year expansion driven by a 15% increase in Active CLEAR+ Members to 8.33 million alongside pricing adjustments across its membership tiers. Operating income grew 94.9% to $83.0 million, generating an operating margin of 29.9% and net income attributable to Clear Secure of $50.05 million, fueled by operating leverage across direct labor and administrative functions. The company maintained high cash generation, generating $201.2 million in operating cash flow and $189.0 million in Free Cash Flow for the quarter. Growth was reinforced by Total Bookings expanding 33% to $295.9 million. Additionally, the company extended its credit facility maturity to 2031, renewed its strategic partnership with American Express, and declared a quarterly dividend of $0.15 per share.

• Q2 2026 revenue increased 26.6% year-over-year to $277.76 million, with operating income expanding 94.9% to $82.95 million.
• Total CLEAR Members reached 43.50 million (up 30% YoY), while Active CLEAR+ Members reached 8.33 million (up 15% YoY).
• Generated Free Cash Flow of $188.98 million for Q2 2026 ($374.47 million for H1 2026) and maintained $959.27 million in cash, cash equivalents, and marketable securities as of June 30, 2026.

Making OOH advertising accessible benefits all brands

This article discusses the importance of accessibility in Out-of-Home (OOH) advertising, highlighting that inclusive creative can reach wider audiences and improve brand perception. It cites research showing that many Britons notice OOH ads frequently, and that a significant portion take action after seeing them. The author, Jonathan Hassell, emphasizes that ignoring accessibility risks excluding disabled, neurodivergent, and older consumers who have substantial spending power. Key recommendations include using high contrast colors and clear typography, being mindful of photosensitive triggers like certain colors or patterns, and adding closed captions to video ads. The article also showcases examples like Bupa's Paralympic campaign and HSBC's mural project that successfully implemented accessible features. Overall, accessibility is framed not just as a compliance issue but as a creative and business opportunity to broaden reach and strengthen brand loyalty.

• 34% of Britons notice OOH advertising several times a week, and 28% notice it at least once a day.
• 21% of UK respondents have researched a product after seeing an OOH ad, and 19% discussed the brand.
• Digital OOH accounts for 67% of the industry's annual revenue according to Outsmart.

Uber Eats, Wolt, Flink, Lieferando dominate German quick commerce

A YouGov study reveals that 37% of German consumers use quick commerce services for groceries and daily goods, with usage highest among younger demographics. Flink's brand awareness has doubled since 2021 to 36.5%, surpassing Wolt (33.7%) but trailing Uber Eats (50.4%). In terms of purchase consideration, Lieferando leads at around 20%, followed by Uber Eats (6.9%) and Flink (6.5%), while Wolt trails at 3%. The study highlights the growing importance of quick commerce as a regular part of digital shopping in Germany.

• 37% of German consumers use quick commerce services at least occasionally.
• Flink's brand awareness doubled from 18.1% in 2021 to 36.5% in 2026.
• Uber Eats has highest awareness at 50.4%, followed by Flink (36.5%) and Wolt (33.7%).