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