Omni-Channel: In-person Channel Usage In-Depth

Aware (Seek general information)

• First Channel: Telephone = 7 percent, In-person = 31 percent, Web = 43 percent
• Second Channel (after In-person): Telephone = 8 percent, Web = 11 percent
• Third Channel: Web (after telephone) = 9 percent, Telephone (after Web) = 29 percent

Apply (Submit Application)

• First Channel: Telephone = 6 percent, In-Person = 40 percent, Web = 44 percent
• Second Channel (after In-person): Telephone = 7 percent, Web = 13 percent
• Third Channel: Web (after telephone) = 10 percent, Telephone (after Web) = 15 percent

Follow-Up (Seek/receive/provide info, re: application submitted)

• First Channel: Telephone = 38 percent, In-Person = 24 percent, Web = 32 percent
• Second Channel (after In-person): Telephone = 28 percent, Web = 20 percent
• Third Channel: Web (after telephone) = 10 percent, Telephone (after Web) = 18 percent

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