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Which of the following channels do you use today when requesting customer service from an online retailer?

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U.S. shopper online retail customer service channels 2017 This statistic illustrates the various channels U.S. shoppers use when requesting customer service from an online retailer as of August 2017. According to the findings, the channel with the highest share of use when requesting customer service were websites, which accounted for 52 percent of U.S. shoppers responses, while in comparison only 20 percent stated that they would go to an actual physical store for customer service requests.
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Description Source More information
This statistic illustrates the various channels U.S. shoppers use when requesting customer service from an online retailer as of August 2017. According to the findings, the channel with the highest share of use when requesting customer service were websites, which accounted for 52 percent of U.S. shoppers responses, while in comparison only 20 percent stated that they would go to an actual physical store for customer service requests.
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Release date
September 2017
Region
United States
Survey time period
August 4 to 8, 2017
Number of respondents
2,011 respondents
Age group
18 years and older
Method of interview
Online survey
Supplementary notes
*Millennials: 18-36 years (n = 529)
Generation X: 37-52 years (n = 530)
Baby Boomers: 53-71 years (n = 737)
Multiple answers were possible.

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