This survey shows the preferred channels of communication of U.S. consumers when dealing with a more complex customer service inquiry. Some 15 percent of respondents said their preferred method is using a company website or email.
Profit from the additional features of your individual account
Currently, you are using a shared account. To use individual functions (e.g., mark statistics as favourites, set
statistic alerts) please log in with your personal account.
If you are an admin, please authenticate by logging in again.
Learn more about how ÌÇÐÄÆƽâ°æ can support your business.
American Express. (May 2, 2012). For a more complex customer service inquiry*, what is your preferred channel for reaching out to companies? [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved July 18, 2026, from /statistics/225272/us-consumer-communication-with-companies-on-complex-issues/
American Express. "For a more complex customer service inquiry*, what is your preferred channel for reaching out to companies?." Chart. May 2, 2012. ÌÇÐÄÆƽâ°æ. Accessed July 18, 2026. /statistics/225272/us-consumer-communication-with-companies-on-complex-issues/
American Express. (2012). For a more complex customer service inquiry*, what is your preferred channel for reaching out to companies?. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: July 18, 2026. /statistics/225272/us-consumer-communication-with-companies-on-complex-issues/
American Express. "For a More Complex Customer Service Inquiry*, What Is Your Preferred Channel for Reaching out to Companies?." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 2 May 2012, /statistics/225272/us-consumer-communication-with-companies-on-complex-issues/
American Express, For a more complex customer service inquiry*, what is your preferred channel for reaching out to companies? ÌÇÐÄÆƽâ°æ, /statistics/225272/us-consumer-communication-with-companies-on-complex-issues/ (last visited July 18, 2026)
For a more complex customer service inquiry*, what is your preferred channel for reaching out to companies? [Graph], American Express, May 2, 2012. [Online]. Available: /statistics/225272/us-consumer-communication-with-companies-on-complex-issues/
