RESEARCH
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Consumer channel preferences
Consumer channel preferences
As part of our latest global consumer study, consumers from 29 countries were asked to choose which of the following five channels they would prefer to use to complete nine common interactions: self-service on their computer, self-service on their mobile phone, chat with a person on their computer, talk with someone on the phone, or meet with someone in person.
In this report, you'll learn
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- Consumers slightly prefer offline channels
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- Chat is the least popular channel
- Chat is the least popular channel
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- Younger consumers are the least likely to prefer self-service through a computer
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- Spanish consumers have the least preference for online channels
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- Indonesian consumers prefer to use self-service on their phones the most
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