2015 Research

Data Snapshot: Channel Preferences Benchmark, 2015

August 2015

In Q3 2015, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different activities—such as selecting a life insurance policy or applying for a new credit card—and compared them to the results of a similar study conducted in 2014. This data snapshot examines how channel preferences vary across age groups, how these preferences have changed over the past year, and how channel preferences differ across multiple activities.

The report has 13 data-filled charts, covering the 11 activities with details of preferences by age. As you can see in this excerpt from the first graphic, consumers most prefer using their computers for seven of the 11 activities. When it comes to investigating a mistake on a bill or resolving a technical problem, they prefer using the phone. When it comes to opening a new investment account or selecting a life insurance policy, they prefer doing it face-to-face.

1508_ChannelPreferences

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