From Callcentres.net 1 Dec 2011
More than half of Australian consumers believe their insurance and banking providers do not understand them or their communication preferences, according to new research.
The Thunderhead Australia study found that 56% of respondents felt that their provider communicated more on its terms rather than theirs, while 53% felt that communications were ill-targeted and designed to appeal to a broad audience rather than them personally. Most preferred email or phone to mail correspondence.
Some 39% said they are considering switching providers and almost a third of consumers are unlikely to recommend their provider to others. “Banking and insurance providers…need to understand not only the role of technology in their communications, but listen to how customers would like to be communicated with,” said Thunderhead’s Nick Smith.” At the moment it’s all one way traffic from provider to customer with little consideration for customer preferences.”