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.

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

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Sources

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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Statistics on "E-commerce in the United States"

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