Key Findings:

This study examines the channels consumers prefer to use to complete several different interactions. Highlights from this study include:

  • Consumers slightly prefer online channels. Overall, 51% of consumers prefer to complete interactions through one of the three online channels (self-service on a computer, self-service on a mobile phone, or chat through a computer) rather than through one of the two offline channels (meet with someone in person or talk over the phone).
  • Younger consumers are the least likely to prefer self-service through a computer. Compared to the other two age groups, younger consumers are consistently the least likely to choose to complete activities using self-service through a computer.
  • Indian and Thai consumers show the strongest preference for online channels. An average of 64% of consumers from India and Thailand would prefer to use an online channel to complete interactions, while only an average of 37% of Spanish consumers say the same.
  • Chat is the least popular channel. Only 10% of consumers on average prefer to use chat through a computer to complete interactions, the least of any channel.

Figures

Here are the figures for this Snapshot:

  1. Channel Preferences: Average Across Interactions by Age
  2. Channel Preferences: Average Across Interactions by Country
  3. Channel Preferences: Get Technical Support by Age
  4. Channel Preferences: Get Technical Support by Country
  5. Channel Preferences: Resolve Issues with a Bill by Age
  6. Channel Preferences: Resolve Issues with a Bill by Country
  7. Channel Preferences: Book Airline Tickets by Age
  8. Channel Preferences: Book Airline Tickets by Country
  9. Channel Preferences: Purchase a TV by Age
  10. Channel Preferences: Purchase a TV by Country
  11. Channel Preferences: Get Order Status by Age
  12. Channel Preferences: Get Order Status by Country
  13. Channel Preferences: Select Mobile Phone Plan by Age
  14. Channel Preferences: Select Mobile Phone Plan by Country
  15. Channel Preferences: Apply for New Bank Account by Age
  16. Channel Preferences: Apply for New Bank Account by Country
  17. Channel Preferences: Schedule Medical Appointment by Age
  18. Channel Preferences: Schedule Medical Appointment by Country
  19. Methodology

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