Consumer Channel Preferences and Priorities, 2025

As part of our most recent global consumer study, we asked nearly 24,000 consumers from 23 countries which of six channels (chat with an automated system, self-service on mobile, self-service on computer, chat with a person on computer, talk with someone on the phone, or meet with someone in person) they would prefer to use to complete nine common interactions. We also asked which elements of an experience they considered most important when using each of these channels.