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Data Snapshot: Consumer Channel Preferences (Feb 2012)

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As part of Temkin Group’s Q4 2011 Consumer Benchmark Survey, we asked 5,000 U.S. consumers about their contact preferences regarding 11 common interactions such as updating one’s address or resolving technical problems with electronics. This data snapshot looks at how many consumers prefer to contact companies by phone, self-service, online chat, or by visiting a brick-and-mortar store. The data also compare differences across seven age groups of consumers.


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