U.S. consumers' communication channels for more complex inquiries 2012

This survey shows the preferred channels of communication of U.S. consumers when dealing with a more complex customer service inquiry. Some 15 percent of respondents said their preferred method is using a company website or email.

For a more complex customer service inquiry*, what is your preferred channel for reaching out to companies?

Percentage of respondents
Speaking with a 'real' person on the phone38%
Face to face24%
Company website or email15%
Online chat / instant messaging10%
Using an automated voice response system on the phone6%
Social networking site3%
Text message3%
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Release date

May 2012


United States

Survey time period

February 22. - 29., 2012

Number of respondents

1,000 respondents

Age group

8-19 years

Method of interview

Face-to-face interview

Supplementary notes

* A more complex inquiry such as returning a product or getting assistance with a product issue.

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