U.S. consumer desire for text-based customer service 2015/2016

This statistic indicates the share of U.S. consumers, by generation, who would prefer to conduct customer service interactions via text, chat, or messaging medium, as of 2016. At that time, 36 percent of the Boomer generation would prefer to conduct all of their customer service interactions via a text, chat, or messaging medium.

Share of consumers preferring to conduct customer service interactions via text/chat/messaging, as of 2016

Percentage of respondents
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Release date

October 2016


United States

Survey time period


Number of respondents

1,000 respondents

Age group

18-65 years

Special properties

Sample screened to not be non-users, of Customer Engagement Experience (CEM) in past year

Method of interview

Online survey

Supplementary notes

The original statement was phrased by the source as follows: "If a company could get it right, I would rather conduct all my customer service interactions via text/chat/messaging."

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