Report: Channel Preferences Benchmark, 2018

Purchase and download Channel Preferences Data SnapshotWe just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018.

Here’s the executive summary: 

In Q3 2017, we surveyed 10,000 U.S. consumers about their channel preferences when performing 12 different activities – such as selecting a life insurance policy or applying for a new credit card – and compared their responses to the results of a similar study we conducted in Q3 2016. 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.

Here are previous benchmarks from 2016, 2015, and 2014.

Download report for $195
Purchase and download Temkin Group data snapshot, Channel Preferences Benchmark, 2018

Here is an excerpt from one of the 14 charts in the report:

Channel Preferences of U.S. Consumers Shows Desire For Digital Channels

Here are all of the data charts int he report:

  1. Channel Preferences Across Multiple Activities
  2. Channel Preferences: Changes between 2016 and 2017
  3. Channel Preference By Age: Check the Delivery Status of a Purchase You Made
  4. Channel Preference By Age: Check the Balance on a Savings or Checking Account
  5. Channel Preference By Age: Update Your Address on an Account After You Move
  6. Channel Preference By Age: Purchase a New Book
  7. Channel Preference By Age: Apply for a New Credit Card
  8. Channel Preference By Age: Change the Beneficiary on a Life Insurance Account
  9. Channel Preference By Age: Resolve a Technical Problem with Your Computer
  10. Channel Preference By Age: Purchase a New Auto Insurance Policy
  11. Channel Preference By Age: Select a Life Insurance Policy
  12. Channel Preference By Age: Investigate a Mistake in Your Monthly Cell Phone Bill
  13. Channel Preference By Age: Open a New Investment Account
  14. Channel Preference By Age: Schedule a Medical Procedure

Download report for $195
Purchase and download Temkin Group data snapshot, Channel Preferences Benchmark, 2018

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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