Preferred digital retailer contact methods of U.S. internet users 2016

Preferred method of contact with digital retailers while making a purchase according to internet users in the United States as of September 2016

Preferred digital retailer contact methods of U.S. internet users 2016 This statistic shows the preferred method of contact with digital retailers while making a purchase according to internet users in the United States as of September 2016. During the survey period, 26 percent of respondents stated that they preferred online chat to contact e-retailers.
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Preferred method of contact with digital retailers while making a purchase according to internet users in the United States as of September 2016

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Share of respondents
Phone (voice)29%
E-mail27%
Online chat26%
Self-service web tools (search bar, FAQ)11%
Messaging apps (Facebook Messenger, WhatsApp)3%
Social networks (brand Facebook page, Twitter)3%
Other1%
Share of respondents
Phone (voice)29%
E-mail27%
Online chat26%
Self-service web tools (search bar, FAQ)11%
Messaging apps (Facebook Messenger, WhatsApp)3%
Social networks (brand Facebook page, Twitter)3%
Other1%
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This statistic shows the preferred method of contact with digital retailers while making a purchase according to internet users in the United States as of September 2016. During the survey period, 26 percent of respondents stated that they preferred online chat to contact e-retailers.
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Release date
January 2017
Region
United States
Survey time period
September 2016
Number of respondents
2,000 respondents
Age group
18 years and older
Method of interview
Online survey
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