Sample screened to not be non-users, of Customer Engagement Experience (CEM) in past year
Method of interview
Online survey
Supplementary notes
The original statement was phrased by the source as follows: "If a company could get it right, I would rather conduct all my customer service interactions via text/chat/messaging."
Citation formats
U.S. consumer desire for text-based customer service 2015/2016
This statistic indicates the share of U.S. consumers, by generation, who would prefer to conduct customer service interactions via text, chat, or messaging medium, as of 2016. At that time, ** percent of the Boomer generation would prefer to conduct all of their customer service interactions via a text, chat, or messaging medium.
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Aspect. (October 26, 2016). Share of consumers preferring to conduct customer service interactions via text/chat/messaging, as of 2016 (by generation) [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved August 03, 2026, from /statistics/657132/united-states-consumer-desire-for-text-customer-service/
Aspect. "Share of consumers preferring to conduct customer service interactions via text/chat/messaging, as of 2016 (by generation)." Chart. October 26, 2016. ÌÇÐÄÆƽâ°æ. Accessed August 03, 2026. /statistics/657132/united-states-consumer-desire-for-text-customer-service/
Aspect. (2016). Share of consumers preferring to conduct customer service interactions via text/chat/messaging, as of 2016 (by generation). ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: August 03, 2026. /statistics/657132/united-states-consumer-desire-for-text-customer-service/
Aspect. "Share of Consumers Preferring to Conduct Customer Service Interactions via Text/Chat/Messaging, as of 2016 (by Generation)." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 26 Oct 2016, /statistics/657132/united-states-consumer-desire-for-text-customer-service/
Aspect, Share of consumers preferring to conduct customer service interactions via text/chat/messaging, as of 2016 (by generation) ÌÇÐÄÆƽâ°æ, /statistics/657132/united-states-consumer-desire-for-text-customer-service/ (last visited August 03, 2026)
Share of consumers preferring to conduct customer service interactions via text/chat/messaging, as of 2016 (by generation) [Graph], Aspect, October 26, 2016. [Online]. Available: /statistics/657132/united-states-consumer-desire-for-text-customer-service/
