A recent poll conducted by the Envelope Manufacturers and Suppliers Association (EMSA) in Europe found that there was a strong preference to receiving important bills and statements by mail rather than solely online. More than 73% of the public indicated that this was their preferred delivery of these documents.
According to government statistics, 73% of British households have internet access. That leaves 1 in 4 households remaining offline. Financial organizations and government agencies should keep at the forefront the consumer preference before encouraging or mandating access to documents online.
These statistics show, once again, that the postal service remains a critical vehicle for consumer communications and will continue to do so for many years. This especially holds true for people aged 45 and over.
As a mailer of statements of account or bills, how are you satisfying your consumer’s needs? Are you offering multiple channels of communication? Are you driving consumers toward electronic documents? What feedback are you receiving from your customers?