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