NORTH LITTLE ROCK, Ark., May 25, 2022 (GLOBE NEWSWIRE) — First Orion, a leading provider of branded communication solutions for businesses, today announces the findings of its 2022 Financial Services Customer Communications Report. The survey explored more than 6,000 U.S. mobile subscribers’ experiences, preferences and overall sentiment toward their financial institution’s communication practices.
The survey results indicate that 48% of consumers prefer a phone call over an email for urgent financial matters, with email totaling under 14%. If the issue is due to suspected fraud, over half of those surveyed (54%) chose a phone call as their most preferred method of communication, a 14-point increase from 2020. Nearly one-third of people want phone calls for financial matters beyond fraud such as financial planning, information about loans and money transfers. Ultimately, ways that lead to financial service providers increasing their share of wallet with customers.
Despite these preferences, nearly two-thirds (63%) of respondents report having ignored calls from their financial institution because they didn’t recognize the number or it was not properly identified as a call from their financial institution. As a result, over 90% indicated that it is “extremely/very important” that the financial institutions clearly identify themselves when calling them. Moreover, nearly 60% of those surveyed said they would choose a different financial institution over their…
