Data Snapshot: Consumer Channel Preferences

Temkin Group just published new research, Data Snapshot: Consumer Channel Preferences.

As part of Temkin Group’s Q4 2011 Consumer Benchmark Survey, we asked 5,000 U.S. consumers about their contact preferences regarding 11 common interactions such as updating one’s address or resolving technical problems with electronics. This data snapshot looks at how many consumers prefer to contact companies by phone, self-service, online chat, or by visiting a brick-and-mortar store. The data also compare differences across seven age groups of consumers.

Download report for $195

As you can see in this graphic (one of 13 in the data snapshot), the phone and the Web are the most preferred channel across eleven interactions.

The rest of the data snapshot provides a look at the differences for each of these interactions across age groups.

Download report for $195

The bottom line: Make sure you deliver great phone and web experiences

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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