Customer Interaction Survey Results

How do customers prefer to interact with companies that provide them with a service?

As consumers, we have high expectations from the companies we choose to give our business to. Sometimes we want a personal touch – other times we just want the fastest way to an answer or action. A growing number of channels have emerged in recent years beyond traditional retail stores, snail mail and call centers. Consumers have a wide array of new quick, convenient ways to interact with companies for a variety of purposes. But what do consumers’ want? Are there certain actions that drive consumers to specific channels? Is their interaction based on the type of company they’re contacting?

We recently conducted an online survey to try to answer these questions. Participants were given several options to choose from to indicate their preferred method of interaction for completing various service tasks, across industries like telecom, financial services and utilities.

The online survey was distributed to a large group of consumers across age groups and geographical regions. Analysis of the responses delivered insight into today’s true customer needs and preferences.