1、DATA SNAPSHOTGlobal Study:Consumer Channel Preferences,2022Moira Dorsey,XMPPrincipal XM CatalystTalia QuaadgrasSenior Research AssociateJulia ChangSenior Research AssociateDecember Copyright 2022 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTAs part of our latest global consumer study,con

2、sumers from29 countries were asked to choose which ofthe following five channels they would prefer to use to complete nine common interactions:self-serviceon their computer,self-service on their mobile phone,chat with a person on their computer,talk withsomeoneonthephone,ormeet withsomeoneinperson.F

3、romouranalysis,wefoundthat:+Consumers slightly prefer offline channels.Overall,53%of consumers prefer to either talk on thephone or meet with someone in person rather than one of three online channels(self-service on theircomputer,self-service on their mobile phone,or chat on a computer)to complete

4、the nine commoninteractionsweaskedabout.+Chat is the least popular channel.Across all age groups and countries,consumers would prefer touse chat on their computer to complete an interaction just 9%of the time,the least of any channel.Meeting in person is the most popular channel preference,with cons

5、umers choosing this option 30%of thetimeonaverage.+Younger consumers are the least likely to prefer self-service through a computer.Compared totheothertwoagegroups,theseconsumersaretheleast likelytochoosetocompleteactivitiesthroughself-service on their computers.Instead,they are the most likely to u

6、se self-service on their mobilephoneandchat ontheircomputer.+Spanish consumers have the least preference for online channels.Spanish consumers wouldprefer to use one of three online channels just 33%of the time,the least of all countries.Indianconsumersprefer touse online channelsat double thisrate,