Companies may lose customers if they drop paper statements

[jemima]

From
http://www.easier.com/view/News/Busines ... 59628.html

Companies risk losing valuable customers if they drop paper statements
4 February 2008

Companies could lose one third of their customers to rivals if they stopped sending them one simple thing – their monthly paper statement, new research revealed today.

A study by Henley HeadlightVision, conducted on behalf of Royal Mail, revealed that utility companies would be at most risk to customer defection with 35 per cent of people saying they would switch to a competitor that did provide statements through the post.

And almost one fifth (19 per cent) of people said they would switch banks if they were told they could no longer receive a paper statement.

The Henley HeadlightVision study, which investigated consumer attitudes to their financial, mobile phone and utilities supplier communications, also revealed that 68 per cent of online banking customers still like to receive statements sent through the mail.

In addition to this, the research found:

70 per cent of all respondents said they would prefer to receive statements and bills by post only
67 per cent also agreed that it is easier to deal with post than email communications
70 per cent of consumers believed it is more secure to receive confidential information by post

“Many companies are currently actively encouraging people to transact with them online, but they need to ensure that this is what their customers really want,â€

[dogfood]

Research.....pah...

Have you noticed all research comes up with the findings wanted by the people paying them?

[Shiggaddi]

And what about next time you need to open an account with anyone and they ask for a utility bill, bank statement, credit card statement etc, and they insist on the original paper statement only.

[trythat]

I'll only accept paper statements, emails have a habit of not arriving, if if you don't back up, then you're buggered, paper statements every time for me.

[donut]

[quote="jemima"]From
http://www.easier.com/view/News/Busines ... 59628.html

Companies risk losing valuable customers if they drop paper statements
4 February 2008

Companies could lose one third of their customers to rivals if they stopped sending them one simple thing – their monthly paper statement, new research revealed today.

A study by Henley HeadlightVision, conducted on behalf of Royal Mail, revealed that utility companies would be at most risk to customer defection with 35 per cent of people saying they would switch to a competitor that did provide statements through the post.

And almost one fifth (19 per cent) of people said they would switch banks if they were told they could no longer receive a paper statement.

The Henley HeadlightVision study, which investigated consumer attitudes to their financial, mobile phone and utilities supplier communications, also revealed that 68 per cent of online banking customers still like to receive statements sent through the mail.

In addition to this, the research found:

70 per cent of all respondents said they would prefer to receive statements and bills by post only
67 per cent also agreed that it is easier to deal with post than email communications
70 per cent of consumers believed it is more secure to receive confidential information by post

“Many companies are currently actively encouraging people to transact with them online, but they need to ensure that this is what their customers really want,â€