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DATASNAPSHOT
GlobalStudy:ConsumerChannelPreferences,2024
JamesScutt,XMP
PrincipalXMCatalyst
TaliaQuaadgras
ResearchProgramManager
March2024
Copyright?2024Qualtrics?.Allrightsreserved.
ExecutiveSummary
STUDYKEYFACTS
?Globalconsumerstudy
?Onlinepanelstudy
?ConductedinQ3of2023
?26countries
?28,400consumers
KEYFINDINGSINTHISREPORT
AspartofQualtricsXMInstitute’s2023GlobalConsumerStudy,morethan28,000consumerstolduswhichofsixchannels(chatwithanautomatedsystem,self-serviceonmobile,self-serviceoncomputer,chatwithapersononcomputer,talkwithsomeoneonthephone,ormeetwithsomeoneinperson)theywouldprefertousetocompleteninecommoninteractions.Fromouranalysis,wefoundthat:
+Consumerspreferhumanchannels.Onaverage,acrossallcountriesandactivities,62%ofconsumers
preferusingoneofthreehuman-mediatedchannels(chatwithapersononacomputer,talkwithsomeone
nurse/doctorandweakestforbookingaplaneticket.
onthephone,meetwithsomeoneinperson).Thispreferenceisstrongestforreceivingadvicefroma
chatwithanautomatedsystem.Only10%onaveragewouldprefertousethischannelacrossnine
commonactivities.Thischannelismostpopularforgettingthestatusonanorder,with13%preferringto
+Chatwithanautomatedsystemistheleastpopularchannel.Consumersareleastlikelytopreferusing
+rclistii.leastlikelytopreferself-serviceonacomputer.Comparedtoconsumers
+Filipinoconsumersarethemostlikelytopreferhuman-mediatedchannels.Filipinoconsumerspreferto
fromthetwoolderagegroups,consumersbetween18and34aretheleastlikelytochoosetocompleteactivitiesthroughself-serviceontheircomputers.Instead,theyarethemostlikelytouseself-serviceonmobileandchatwithapersononacomputer.
useoneofthreehuman-assistedchannels74%ofthetime,themostofanycountry.SouthKoreanand
Finnishconsumersaretheleastlikelytopreferusinghumanchannels,withonly50%eachcountryfavoring
them.
Copyright?2024Qualtrics?.Allrightsreserved.
GlobalStudy:ConsumerChannelPreferences,2024
STUDYOVERVIEW
ThedataforthisreportcomesfromaglobalconsumerstudythatQualtricsXMInstituteconductedinthethirdquarterof2023.Usinganonlinesurvey,XMInstitutecollecteddatafrom28,400consumersacross26countries/regions:Argentina,Australia,Brazil,Canada,China,Colombia,Finland,France,Germany,HongKong(China),India,Indonesia,Italy,Japan,Mexico,theNetherlands,NewZealand,thePhilippines,Singapore,SouthKorea,Spain,Sweden,Thailand,theUnitedArabEmirates,theUnitedKingdom,andtheUnitedStates.
XMInstitutesurveyedapproximately1,200consumersfromeachofthecountriesexceptthoselistedbelow.Toensurethatthedatawasreflectiveofthepopulationwithinthosecountries,wesetquotasforresponsestomatchthegender,age,andincomedemographicsofeachcountry.
Thefollowingcountries’samplesizesareasfollows:
HongKong:400.Finland&NewZealand:
600.SingaporeandtheUAE:800.
FIGURESINTHEREPORT
1.AverageAcrossInteractionsbyAge
2.AverageAcrossInteractionsbyCountry(Part1)
3.AverageAcrossInteractionsbyCountry(Part2)
4.GettingTechnicalSupportbyAge
5.GettingTechnicalSupportbyCountry(Part1)
6.GettingTechnicalSupportbyCountry(Part2)
7.ResolvingBillingIssuesbyAge
8.ResolvingBillingIssuesbyCountry(Part1)
9.ResolvingBillingIssuesbyCountry(Part2)
10.BookingaPlaneTicketbyAge
11.BookingaPlaneTicketbyCountry(Part1)
12.BookingaPlaneTicketbyCountry(Part2)
13.BuyingaTVbyAge
14.BuyingaTVbyCountry(Part1)
15.BuyingaTVbyCountry(Part2)
16.GettingOrderStatusbyAge
17.GettingOrderStatusbyCountry(Part1)
18.GettingOrderStatusbyCountry(Part2)
19.SelectingaPhonePlanbyAge
20.SelectingaPhonePlanbyCountry(Part1)
21.SelectingaPhonePlanbyCountry(Part2)
22.ApplyingforaBankAccountbyAge
23.ApplyingforaBankAccountbyCountry(Part1)
24.ApplyingforaBankAccountbyCountry(Part2)
25.SchedulingaMedicalAppointmentbyAge
26.SchedulingaMedicalAppointmentbyCountry(Part1)
27.SchedulingaMedicalAppointmentbyCountry(Part2)
28.ReceivingMedicalAdvicebyAge
29.ReceivingMedicalAdvicebyCountry(Part1)
30.ReceivingMedicalAdvicebyCountry(Part2)
Methodology
Copyright?2024Qualtrics?.Allrightsreserved.
AverageAcrossInteractionsbyAge
KEYTAKEAWAYS
+Acrossallagegroupsandinteractions,on
average62%ofconsumerspreferhuman
interactionchannels–chatwithsomeoneon
acomputer,talkingonthephone,ormeetingin
person.
+Consumersovertheageof55areonaverage
themostlikelytoprefermeetinginperson
(28%)tocompleteninecommoninteractions.
theleastpopularofsixchannels.
+Chatwithanautomatedsystemisonaverage
ABOUT
Thischartshowsthepercentageofconsumersofeachage,onaverageacrossallcountries,thatwouldprefertouseeachchannelonaverageacrossninecommon
interactions.
Dataisonlyreportedforagegroupswithineachcountrywith100+respondents.
AverageChannelPreferencesforNineCommonInteractions
ChatwithautomatedsystemonlineSelf-serviceonmobileSelf-serviceoncomputer
Overall
18-34
35-54
55+
ChatwithpersononcomputerTalktosomeoneonphoneMeetwithsomeoneinperson
10%
18%
11%
14%
21%
26%
10%
20%
8%
16%
21%
25%
9%
19%
11%
14%
22%
24%
11%
14%
12%
12%
22%
28%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
AverageAcrossInteractionsbyCountry(Part1)
AverageChannelPreferencesforNineCommonInteractions
KEYTAKEAWAYS
ChatwithautomatedsystemonlineSelf-serviceonmobileSelf-serviceoncomputer
ChatwithpersononcomputerTalktosomeoneonphoneMeetwithsomeoneinperson
propensityofallcountriestopreferusingself-serviceonmobile(27%)tocompleteninecommoninteractions.
+Indonesianconsumersaretheleastlikely,
Argentina Australia Brazil Canada ChinaColombia Finland France GermanyHongKong IndiaIndonesia
Italy
acrossallcountries,toeitheruseself-service
oncomputer(2%)ortalktosomeoneonthe
phone(10%).
+JustthreepercentofCanadiansonaverage
wouldprefertousechatwithanautomated
systemonlinetocompleteinteractions,with
theleastinterestinautomatedsystems
acrossallcountries.
ABOUT
Thischartshowsthepercentageofconsumersineachcountrythatwouldprefertouseeachchannelonaverageacrossninecommoninteractions.
+Chineseconsumershavethehighest
7%
13%
11%
18%
27%
24%
16%
14%
12%
25%
27%
8%
19%
10%
15%
20%
29%
12%
18%
11%
29%
27%
14%
27%
18%
10%
27%
8%
12%
8%
16%
27%
28%
9%
21%
20%
15%
16%
19%
9%
13%
12%
12%
22%
32%
14%
13%
14%
13%
20%
25%
17%
18%
19%
17%
24%
14%
22%
7%
16%
20%
21%
15%
26%
17%
10%
30%
7%
15%
14%
10%
24%
30%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
AverageAcrossInteractionsbyCountry(Part2)
KEYTAKEAWAYS
Japan MexicoNetherlandsNewZealand Philippines SingaporeSouthKorea Spain Sweden ThailandUAE
UK
US
+Spanishconsumershavethegreatest
preferencetomeetwithsomeoneinpersonto
completeninecommoninteractions,with36%
onaveragepreferringthischannel.
Meanwhile,USconsumershavethehighest
preferenceofallcountriesfortalkingonthe
phone(32%).
+ConsumersinJapanarethemostlikelyofall
countriestopreferusingself-serviceon
computertocompleteinteractions(21%).
ABOUT
Thischartshowsthepercentageofconsumersineachcountrythatwouldprefertouseeachchannelonaverageacrossninecommoninteractions.
AverageChannelPreferencesforNineCommonInteractions
ChatwithautomatedsystemonlineSelf-serviceonmobileSelf-serviceoncomputer
ChatwithpersononcomputerTalktosomeoneonphoneMeetwithsomeoneinperson
10%
12%
21%
8%
20%
30%
9%
14%
7%
16%
27%
28%
9%
18%
13%
12%
24%
24%
15%
15%
10%
14%
19%
26%
7%
14%
17%
22%
35%
13%
24%
8%
18%
13%
23%
17%
26%
7%
11%
19%
20%
6%
17%
8%
9%
25%
36%
19%
18%
13%
27%
20%
14%
18%
20%
22%
22%
17%
23%
16%
15%
23%
6%
16%
17%
14%
26%
22%
15%
16%
12%
32%
22%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
GettingTechnicalSupportbyAge
KEYTAKEAWAYS
+Consumersmostprefertotalktosomeoneon
thephoneinordertogettechnicalsupportfor
acomputer(28%).Justninepercentwould
prefertouseself-serviceonacomputer.
+Olderconsumersarethemostlikelytoprefer
meetingwithsomeoneinpersontogettech
support(26%).
+Youngerconsumerspreferchattingwithsomeoneonacomputer8percentagepointsmorefrequentlythanolderconsumers.
ABOUT
Thischartshowsthepercentageofconsumersofeachageonaverageacrossallcountriesthatwouldprefertouse
eachchanneltogettechnicalsupportforacomputer.
Dataisonlyreportedforagegroupswithineachcountrywith100+respondents.
Inwhichofthefollowingwayswouldyoumostpreferto
gettechnicalsupportforacomputer?
ChatwithautomatedsystemonlineSelf-serviceonmobileSelf-serviceoncomputer
Overall
18-34
35-54
55+
ChatwithpersononcomputerTalktosomeoneonphoneMeetwithsomeoneinperson
11%
10%
9%
21%
28%
23%
11%
10%
7%
24%
26%
22%
10%
10%
9%
22%
29%
20%
12%
9%
9%
16%
28%
26%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
GettingTechnicalSupportbyCountry(Part1)
KEYTAKEAWAYS
Inwhichofthefollowingwayswouldyoumostpreferto
gettechnicalsupportforacomputer?
ChatwithautomatedsystemonlineSelf-serviceonmobileSelf-serviceoncomputer
+Italianconsumersarethemostlikelytoprefer
Argentina Australia Brazil Canada ChinaColombia Finland France GermanyHongKong IndiaIndonesia
Italy
gettingtechsupportbymeetingwithsomeone
inperson(36%).
+Canadianconsumersaretheleastlikelyto
preferusingchatwithanautomatedsystem
onlinetogettechsupport(3%).
+Indonesianconsumersleastfrequentlyprefer
talkingonthephonetogettechsupport,at11%.
ABOUT
Thischartshowsthepercentageofconsumersineachcountrythatwouldprefertouseeachchanneltoget
technicalsupportforacomputer.
ChatwithpersononcomputerTalktosomeoneonphoneMeetwithsomeoneinperson
8%
8%
23%
36%
19%
6%
9%
21%
37%
22%
6%
10%
9%
21%
21%
33%
9%
23%
42%
17%
15%
13%
13%
24%
12%
24%
6%
7%
21%
35%
26%
10%
13%
19%
23%
20%
15%
9%
8%
6%
17%
33%
26%
14%
11%
10%
17%
26%
22%
18%
16%
21%
22%
19%
16%
15%
9%
20%
24%
16%
16%
12%
7%
20%
11%
35%
8%
9%
15%
28%
36%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
GettingTechnicalSupportbyCountry(Part2)
KEYTAKEAWAYS
Inwhichofthefollowingwayswouldyoumostpreferto
gettechnicalsupportforacomputer?
ChatwithautomatedsystemonlineSelf-serviceonmobileSelf-serviceoncomputer
+USconsumersarethemostlikelytoprefer
Japan MexicoNetherlandsNewZealand Philippines SingaporeSouthKorea Spain Sweden ThailandUAE
UK
US
talkingonthephone(44%)togettechsupport.
+SouthKoreanconsumersaretheleastlikelyto
preferusinghumanchannels(chatwitha
persononacomputer,talkingonthephone,
meetingwithsomeoneinperson)togettech
support,at53%.
+SwedishandUSconsumersaretheleast
likelytowanttomeetwithsomeoneinperson
togettechsupport(14%).
ABOUT
Thischartshowsthepercentageofconsumersineachcountrythatwouldprefertouseeachchanneltoget
technicalsupportforacomputer.
ChatwithpersononcomputerTalktosomeoneonphoneMeetwithsomeoneinperson
10%
7%
19%
17%
31%
16%
8%
8%
23%
39%
19%
12%
8%
6%
18%
31%
26%
16%
10%
8%
19%
25%
22%
10%
7%
23%
29%
27%
15%
13%
6%
22%
19%
25%
21%
14%
13%
17%
18%
18%
7%
10%
6%
14%
27%
36%
7%
9%
24%
41%
14%
14%
15%
8%
26%
20%
18%
16%
18%
7%
18%
15%
25%
7%
10%
27%
36%
16%
9%
24%
44%
14%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
ResolvingBillingIssuesbyAge
KEYTAKEAWAYS
+Consumersstronglypreferusinghuman
channelstoresolvebillingissues,with73%
preferringtousechatwithapersonon
computer,talktosomeoneonthephone,or
meetinginperson.
+Justfourpercentofallconsumerswould
prefertouseself-serviceonacomputerto
resolveabillingissue.
+nlgilycraalkrig3t-i
phonetoresolveabillingissuecomparedtoboththeirmiddle-agedandoldercounterparts.
ABOUT
Thischartshowsthepercentageofconsumersofeachageonaverageacrossallcountriesthatwouldprefertouse
eachchanneltoresolveanissuewithabill.
Dataisonlyreportedforagegroupswithineachcountrywith100+respondents.
Inwhichofthefollowingwayswouldyoumostpreferto
resolveanissuewithabill?
ChatwithautomatedsystemonlineChatwithpersononcomputer
Self-serviceoncomputer
Meetwithsomeoneinperson
Self-serviceonmobile
Overall
18-34
35-54
55+
Talktosomeoneonphone
9%
13%
17%
37%
19%
9%
13%
20%
36%
18%
8%
14%
19%
39%
17%
10%
11%
6%
14%
39%
21%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
ResolvingBillingIssuesbyCountry(Part1)
KEYTAKEAWAYS
Inwhichofthefollowingwayswouldyoumostpreferto
resolveanissuewithabill?
Argentina Australia Brazil Canada ChinaColombia Finland France GermanyHongKong IndiaIndonesia
Italy
+Chineseconsumershavethegreatest
preferencetouseself-serviceonmobileto
solveabillingissue,at29
+JustthreepercentofCanadianconsumers
wouldmostprefertosolvebillingissuesusing
chatwithanautomatedsystemonline.Hong
Kongconsumershaveamuchgreater
appetiteforthischannel(24%).
ABOUT
Thischartshowsthepercentageofconsumersineach
countrythatwouldprefertouseeachchanneltoresolveanissuewithabill.
ChatwithautomatedsystemonlineChatwithpersononcomputer
Self-serviceonmobile
Talktosomeoneonphone
Self-serviceoncomputer
Meetwithsomeoneinperson
8%
7%
20%
41%
20%
11%
19%
50%
10%
7%
18%
20%
35%
15%
6%
17%
60%
9%
12%
29%
18%
14%
24%
7%
7%
16%
41%
28%
9%
16%
10%
24%
31%
10%
7%
7%
17%
46%
19%
12%
12%
15%
37%
18%
24%
17%
21%
14%
21%
13%
14%
6%
20%
29%
18%
14%
24%
18%
13%
29%
8%
9%
8%
11%
38%
26%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
ResolvingBillingIssuesbyCountry(Part2)
KEYTAKEAWAYS
Inwhichofthefollowingwayswouldyoumostpreferto
resolveanissuewithabill?
Japan MexicoNetherlandsNewZealand Philippines SingaporeSouthKorea Spain Sweden ThailandUAE
UK
US
+Americanconsumershavethehighest
propensitytoresolvetheirbillingissuesover
thephone,with62%preferringthischannel.
Canadiansfollowclosebehind,with60%.
+Meetwithsomeoneinpersonisthepreferred
billingresolutionchannelfor32%ofSpaniards
and30%ofFilipinos.
ABOUT
Thischartshowsthepercentageofconsumersineach
countrythatwouldprefertouseeachchanneltoresolveanissuewithabill.
ChatwithautomatedsystemonlineChatwithpersononcomputer
Self-serviceonmobile
Talktosomeoneonphone
Self-serviceoncomputer
Meetwithsomeoneinperson
7%
9%
12%
10%
46%
17%
7%
7%
17%
39%
29%
8%
9%
16%
47%
16%
13%
9%
18%
37%
19%
7%
10%
16%
35%
30%
13%
20%
22%
25%
14%
13%
24%
12%
33%
13%
11%
9%
40%
32%
8%
7%
20%
54%
7%
13%
17%
20%
29%
19%
15%
20%
20%
21%
20%
6%
22%
51%
11%
7%
17%
62%
7%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
BookingaPlaneTicketbyAge
KEYTAKEAWAYS
+Morethansixtypercentofconsumersprefer
usingoneofthreeself-servicechannels(chat
withanautomatedsystem,self-serviceon
mobile,self-serviceoncomputer)tobooka
planeticket.
+Youngerconsumershavethegreatest
preferenceforself-servicechannels,at66%,
whileolderconsumersarelesslikelytodoso
(57%).
ABOUT
Thischartshowsthepercentageofconsumersofeachageonaverageacrossallcountriesthatwouldprefertouse
eachchanneltobookanairlineticket.
Dataisonlyreportedforagegroupswithineachcountrywith100+respondents.
Inwhichofthefollowingwayswouldyoumostpreferto
bookanairlineticket?
ChatwithautomatedsystemonlineChatwithpersononcomputer
Self-serviceoncomputer
Meetwithsomeoneinperson
Self-serviceonmobile
Overall
18-34
35-54
55+
Talktosomeoneonphone
11%
26%
25%
12%
12%
13%
11%
31%
24%
13%
10%
11%
11%
28%
26%
12%
12%
12%
12%
19%
25%
11%
14%
18%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
BookingaPlaneTicketbyCountry(Part1)
KEYTAKEAWAYS
Inwhichofthefollowingwayswouldyoumostpreferto
bookanairlineticket?
Argentina Australia Brazil Canada ChinaColombia Finland France GermanyHongKong IndiaIndonesia
Italy
+MorethanhalfofChineseconsumersprefer
bookingplaneticketsusingself-serviceon
mobilewhilejust17%ofCanadianconsumers
saythesame.
+Self-serviceoncomputerismostpreferredby
Canadianconsumers(42%.)
ABOUT
Thischartshowsthepercentageofconsumersineachcountrythatwouldprefertouseeachchanneltobookanairlineticket.
ChatwithautomatedsystemonlineChatwithpersononcomputer
Self-serviceonmobile
Talktosomeoneonphone
Self-serviceoncomputer
Meetwithsomeoneinperson
8%
17%
28%
14%
18%
15%
23%
36%
9%
13%
16%
11%
19%
27%
14%
11%
18%
17%
42%
10%
19%
9%
15%
51%
12%
6%
11%
8%
19%
23%
18%
18%
14%
9%
25%
38%
9%
7%
12%
10%
19%
31%
12%
7%
21%
17%
14%
27%
13%
12%
17%
18%
23%
10%
17%
14%
17%
18%
33%
13%
13%
12%
12%
19%
47%
16%
9%
9%
23%
32%
10%
14%
13%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
BookingaPlaneTicketbyCountry(Part2)
KEYTAKEAWAYS
Inwhichofthefollowingwayswouldyoumostpreferto
bookanairlineticket?
Japan MexicoNetherlandsNewZealand Philippines SingaporeSouthKorea Spain Sweden ThailandUAE
UK
US
+JusttwopercentofUSconsumersmost
prefertomeetinpersontobookaplaneticket,
thelowestpropensityacrossall26countries.
SwedenandSouthKoreafollowbehind,at7%
each.
+Singaporeanconsumershavetheleast
interestinbookingplaneticketsoverthe
phone,atjust5%each.
ABOUT
Thischartshowsthepercentageofconsumersineachcountrythatwouldprefertouseeachchanneltobookanairlineticket.
ChatwithautomatedsystemonlineChatwithpersononcomputer
Self-serviceonmobile
Talktosomeoneonphone
Self-serviceoncomputer
Meetwithsomeoneinperson
16%
19%
41%
10%
7%
12%
21%
22%
16%
12%
11%
22%
31%
7%
13%
16%
12%
21%
19%
12%
14%
22%
9%
27%
17%
16%
14%
17%
13%
35%
20%
16%
12%
24%
34%
13%
11%
11%
7%
6%
26%
21%
7%
15%
25%
30%
41%
11%
7%
15%
26%
9%
21%
17%
11%
15%
32%
12%
9%
17%
25%
38%
10%
12%
10%
26%
41%
7%
19%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
BuyingaTVbyAge
KEYTAKEAWAYS
+Forty-sevenpercentofallconsumerswould
mostprefertobuyanewTVin-person,the
strongestsinglechannelpreferenceacrossall
nineactivitiessurveyed.
+Middle-agedconsumershaveagreater
preferenceforusingoneofthreeself-service
channels(chatwithautomatedsystem,self-
serviceonmobile,self-serviceoncomputer)
thantheirolderandyoungercounterparts.
ABOUT
Thischartshowsthepercentageofconsumersofeachageonaverageacrossallcountriesthatwouldprefertouse
eachchanneltopurchaseanewtelevision.
Dataisonlyreportedforagegroupswithineachcountrywith100+respondents.
Inwhichofthefollowingwayswouldyoumostpreferto
purchaseanewtelevision?
ChatwithautomatedsystemonlineSelf-serviceonmobileSelf-serviceoncomputer
Overall
18-34
35-54
55+
ChatwithpersononcomputerTalktosomeoneonphoneMeetwithsomeoneinperson
8%
14%
13%
10%
8%
47%
8%
16%
11%
10%
8%
46%
7%
15%
15%
10%
8%
46%
10%
10%
13%
10%
7%
49%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
BuyingaTVbyCountry(Part1)
KEYTAKEAWAYS
Inwhichofthefollowingwayswouldyoumostpreferto
purchaseanewtelevision?
ChatwithautomatedsystemonlineSelf-serviceonmobileSelf-serviceoncomputer
Argentina Australia Brazil Canada ChinaColombia Finland France GermanyHongKong IndiaIndonesia
Italy
+Two-thirdsofAustralianconsumersprefer
buyinganewTVinperson,thestrongestpreferenceforthischannelacrossallcountries.
+Atjust2%,Finnishconsumersaretheleast
likelytopreferbuyinganewTVoverthe
phone.
ABOUT
Thischartshowsthepercentageofconsumersineach
countrythatwouldprefertouseeachchanneltopurchaseanewtelevision.
ChatwithpersononcomputerTalktosomeoneonphoneMeetwithsomeoneinperson
12%
22%
11%
10%
41%
9%
10%
6%
66%
6%
11%
20%
7%
6%
50%
9%
20%
59%
12%
15%
19%
8%
43%
7%
10%
13%
11%
11%
48%
6%
17%
20%
11%
43%
7%
11%
12%
8%
6%
57%
12%
13%
17%
13%
7%
38%
16%
16%
19%
11%
32%
12%
25%
7%
13%
12%
31%
13%
17%
13%
6%
48%
10%
19%
7%
7%
52%
Base:28,400consumersacross26countries
Source:QualtricsXMInstituteQ32023GlobalConsumerStudyCopyright?2024Qualtrics?.Allrightsreserved.
BuyingaTVbyCountry(Part2)
KEYTAKEAWAYS
Inwhichofthefollowingwayswouldyoumostpreferto
purchaseanewtelevision?
ChatwithautomatedsystemonlineSelf-serviceonmobileSelf-serviceoncomputer
Japan MexicoNetherlandsNewZealand Philippines SingaporeSouthKorea Spain Sweden ThailandUAE
UK
US
+Amongthesethirteencountries’consumers,
Emiratishavethestrongestpreferencetouse
self-serviceonmobiletobuyanewTV,at22%.
+UKconsumershavethehighestpropensityto
purchaseanewtelevisionusingself-service
onacomputer,with24%selectingthis
channel.
ABOUT
Thischartshowsthepercentageofconsumersineach
countrythatwouldprefertouseeachchanneltopurchaseanewtelevision.
ChatwithpersononcomputerTalktosomeoneonphoneMeetwithsomeoneinperson
8%
22%
6%
55%
7%
14%
13%
11%
9%
46%
9%
16%
13%
6%
7%
49%
14%
10%
11%
10%
6%
48%
5%
10%
8%
9%
64%
8%
17%
9%
14%
46%
12%
18%
14%
11%
7%
37%
14%
12%
6%
8%
54%
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