This survey shows the preferred channels of communication of U.S. consumers when dealing with a difficult customer service inquiry. Some 15 percent of respondents said their preferred method is using a company website or email.
For a difficult customer service inquiry*, what is your preferred channel for reaching out to companies?
Characteristic
Percentage of respondents
Speaking with a 'real' person on the phone
46%
Face to face
30%
Company website or email
9%
Using an automated voice response system on the phone
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American Express. (May 2, 2012). For a difficult customer service inquiry*, what is your preferred channel for reaching out to companies? [Graph]. In Statista. Retrieved May 22, 2022, from https://www.statista.com/statistics/225276/us-consumer-communication-with-companies-on-difficult-issues/
American Express. "For a difficult customer service inquiry*, what is your preferred channel for reaching out to companies?." Chart. May 2, 2012. Statista. Accessed May 22, 2022. https://www.statista.com/statistics/225276/us-consumer-communication-with-companies-on-difficult-issues/
American Express. (2012). For a difficult customer service inquiry*, what is your preferred channel for reaching out to companies?. Statista. Statista Inc.. Accessed: May 22, 2022. https://www.statista.com/statistics/225276/us-consumer-communication-with-companies-on-difficult-issues/
American Express. "For a Difficult Customer Service Inquiry*, What Is Your Preferred Channel for Reaching out to Companies?." Statista, Statista Inc., 2 May 2012, https://www.statista.com/statistics/225276/us-consumer-communication-with-companies-on-difficult-issues/
American Express, For a difficult customer service inquiry*, what is your preferred channel for reaching out to companies? Statista, https://www.statista.com/statistics/225276/us-consumer-communication-with-companies-on-difficult-issues/ (last visited May 22, 2022)
