Digital customer engagement preferences of consumers in the UK in 2019 by channel

For 41 percent of UK consumers, online chat and live support is their preferred channel when it comes to engaging with companies digitally. A recent survey conducted by Sales Force with respondents across Millennial, Gen X and Baby Boomer generations also revealed that a quarter of consumers preferred mobile apps. Voice assistants, although catching up with more and more consumers, were favored by only 7 percent of respondents.

Digital customer experience: consumers' preferred way of engaging with companies in the United Kingdom (UK) in 2019, by channel

Share of consumers
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Source

Release date

June 2019

Region

United Kingdom

Survey time period

April 2-18, 2019

Number of respondents

540*

Method of interview

Online panel

Supplementary notes

* Consumers surveyed in this study represent Millennials/Gen Zers, GenXers, and Silents/Baby Boomers.

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Statistics on "Retail technology in the United Kingdom (UK)"

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