- Mobile apps are top 3 choice for everyone under 55
- Social media is the top choice for those under 25
- Email preferred option for those aged 25-34 years
In the space of 3 years Mobile apps have come from nowhere to become a top-three choice for everyone under 55. This is significant. Social media is still a first choice, as it was in 2015, for customers under 25. It has yet to gain the trust and acceptance of other age groups.
Click the below tabs to see what communications channel is most popular with each age bracket.
|Under 25 Years||Between 25-34 Years||Between 35-54 Years||Between 55-70 Years||Over 70 Years|
|Social Media||1st : 38.9||5th : 13.7||5th : 2.2||6th : 0.6||5th: 0.4|
|Mobile Apps||2nd : 27.2||2nd : 23.7||3rd : 6.3||5th : 0.8||4th : 0.5|
|3rd : 12.2||1st : 26.8||2nd : 32.7||2nd : 8.8||3rd : 0.8|
|Telephone||4th : 11.5||3rd : 18.4||1st : 51.7||1st : 87.0||1st : 93.2|
|Web Chat||5th : 9.4||4th : 16.5||3rd : 6.3||4th : 1.1||6th : 0.3|
|Other||6th : 0.7||6th : 0.9||6th : 0.9||3rd : 1.7||2nd : 4.7|
Sources: Dimension Data