Channels which provide the fastest resolution from customer service U.S. 2015-2017

Published by
Raphael Bohne,
Jul 6, 2022
This statistic shows customers' opinions about communication channels which provide the fastest resolution from customer service from 2015 to 2017. During the survey in 2017, 51 percent of the respondents stated that the fastest resolution from customer service was via phone.

Which of the following channels provides the fastest resolution from customer service?

Characteristic201520162017
Phone 66% 61% 51%
Online chat 15% 18% 23%
Web self-service 3% 3% 5%
Text message 2% 2% 4%
Mobile app self-service 1% 2% 3%
Showing entries 1 to 5 (5 entries in total)
Created with Highcharts 7.2.2Share of respondents201520162017Mobile app self-serviceText messageWeb self-serviceOnline chatPhone
0%20%40%60%80%

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Release date

July 2017

Region

United States

Survey time period

2015 to 2017

Number of respondents

1,000 respondents

Age group

18 years and older

Supplementary notes

Multiple answers were possible.

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Statistics on " Customer service in the U.S. "

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Market overview

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Communication channels

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Customer satisfaction

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Self-service

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Digital trends

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Further related statistics

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