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Personal Banking = Documentary
Wealth Management = Foreign Language Film
Insurance = Drama
Utilities = Horror
To understand what consumers think and feel about essential communications in an everyday way, we asked them...
In an era where customer expectations evolve every day, essential communications shouldn’t be overlooked.
Essential communications play an important role in the relationship between companies and their customers. They are a means of building trust, empowering customers, and shaping a company’s brand perception in the market.
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Gain a better understanding of how consumers feel about essential communications from their providers
Exploring consumer reactions to essential communications
LIGHTS, CAMERA, ACTION!
While consumers view essential communications from their bank as factual and informative, they are possibly lacking in engagement or personalisation.
“I like my bank, but they could personalise
their communications more.”
Consumers often experience heightened emotions, stress or frustration when dealing with complex documents from their insurance providers.
“These complex documents aren’t
reducing my stress levels.”
Many consumers feel communications from their pension or superannuation fund are unfamiliar, complex or challenging to understand, much like navigating a foreign language or culture.
“What does that mean? I don’t understand.”
It’s clear that consumers find essential communications from their utility providers intimidating, stressful or unnerving.
“I’m afraid to open my bill
every month. I need support.”
Essential communications around the world
84%
consumers highly value their providers’ essential communications.
We help our clients deliver superior customer experiences through the power of essential communications. By transforming the way essential communications are created and delivered, we bring more value to your business, while ensuring regulatory compliance and security.
Reach out to us today if you would like our consultants to conduct a health check on your company’s essential communications.
We are Computershare Communication Services
BOOMERS
GEN X
MILLENNIALS
GEN Z
89%
2%
85%
6%
82%
5%
72%
16%
This has increased by an average of 7% since our last consumer survey in 2021. And as they get older, consumers begin to place greater importance on essential communications.
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Find out what actions you can take to improve your essential communication
Download full report
Find out what actions you can take to improve your essential communication
“If communications from your
provider were a movie genre,
which one would they be?”
BOOMERS
GEN X
MILLENNIALS
GEN Z
BOOMERS
GEN X
MILLENNIALS
GEN Z
Download our deep dive into our consumer survey responses for personal banking