Omni-Channel: Online Channel Usage In-Depth
Aware (Seek general information)
- First Channel: Telephone = 7 percent, Web = 43 percent, In-Person = 31 percent
- Second Channel (after the Web): Telephone = 14 percent, In-Person = 18 percent
- Third Channel: In-Person (after telephone) = 25 percent, Telephone (after going in person) = 19 percent
Apply (Submit Application)
- First Channel: Telephone = 6 percent, Web = 44 percent, In-Person = 40 percent
- Second Channel (after the Web): Telephone = 13 percent, In-Person = 14 percent
- Third Channel: In-Person (after telephone) = 21 percent, Telephone (after going in person) = 21 percent
Follow-Up (Seek/receive/provide info, re: application submitted)
- First Channel: Telephone = 38 percent, Web = 32 percent, In-Person = 24 percent
- Second Channel (after the Web): Telephone = 44 percent, In-Person = 16 percent
- Third Channel: In-Person (after telephone) = 18 percent, Telephone (after going in person) = 22 percent
Return to graphs: Omni-Channel: Online Channel Usage In-Depth