This survey shows the preferred channels of communication of U.S. consumers when dealing with a more complex customer service inquiry. Some 15 percent of respondents said their preferred method is using a company website or email.
For a more complex customer service inquiry*, what is your preferred channel for reaching out to companies?
Characteristic
Percentage of respondents
Speaking with a 'real' person on the phone
38%
Face to face
24%
Company website or email
15%
Online chat / instant messaging
10%
Using an automated voice response system on the phone
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American Express. (May 2, 2012). For a more complex customer service inquiry*, what is your preferred channel for reaching out to companies? [Graph]. In Statista. Retrieved November 24, 2024, from https://www.statista.com/statistics/225272/us-consumer-communication-with-companies-on-complex-issues/
American Express. "For a more complex customer service inquiry*, what is your preferred channel for reaching out to companies?." Chart. May 2, 2012. Statista. Accessed November 24, 2024. https://www.statista.com/statistics/225272/us-consumer-communication-with-companies-on-complex-issues/
American Express. (2012). For a more complex customer service inquiry*, what is your preferred channel for reaching out to companies?. Statista. Statista Inc.. Accessed: November 24, 2024. https://www.statista.com/statistics/225272/us-consumer-communication-with-companies-on-complex-issues/
American Express. "For a More Complex Customer Service Inquiry*, What Is Your Preferred Channel for Reaching out to Companies?." Statista, Statista Inc., 2 May 2012, https://www.statista.com/statistics/225272/us-consumer-communication-with-companies-on-complex-issues/
American Express, For a more complex customer service inquiry*, what is your preferred channel for reaching out to companies? Statista, https://www.statista.com/statistics/225272/us-consumer-communication-with-companies-on-complex-issues/ (last visited November 24, 2024)
For a more complex customer service inquiry*, what is your preferred channel for reaching out to companies? [Graph], American Express, May 2, 2012. [Online]. Available: https://www.statista.com/statistics/225272/us-consumer-communication-with-companies-on-complex-issues/
