Self-service and Assisted Service by Stage of Client Journey

• In-person icon (High touch)
  • Aware = 44 percent
  • Apply = 53 percent
  • Follow-up = 41 percent
• Web and mail icon (Self-Service)
  • Aware = 39 percent
  • Apply = 37 percent
  • Follow-up = 14 percent
• Telephone icon (Low touch)
  • Aware = 10 percent
  • Apply = 9 percent
  • Follow-up = 43 percent

Return to graphs: Self-service and Assisted Service by Stage of Client Journey