“Digital Is The Preferred Means Of Communication”

Switching to digital is not always welcome.

Two Sides understands the value and convenience of the digital revolution but believes that consumers must continue to have a right to receive paper-based communications, particularly bills and statements, without penalties, supplementary charges or difficulty.

Often it is the most vulnerable members of society that depend on traditional, postal, transactional mail. The move to an online-only society risks leaving older people, the disabled, rural dwellers and those on low incomes disconnected.

It is important for policy makers to acknowledge that information on paper is preferred by many consumers and often receives more attention.

Consumers wish to retain the flexibility of postal and electronic communications.

We live in an increasingly digital world where electronic and paper-based communications coexist and are often complementary. Communication strategies must not only be cost-effective but also recognise consumer choice. There are many tangible benefits that paper-based documentation can bring, and its preference as a means of communication by many consumers must be at the forefront of any digital planning.

An international survey of 8,800 consumers commissioned by Two Sides in 2021 found that:

• 74% of European consumers believe they have the right to choose how they receive communications (printed or electronically) from financial organisations and service providers.
• 54% agree they should not be charged more for choosing paper bills or statements.
• 49% think that when a service provider asks them to switch to electronic bills and statements, and they say it is better for the environment, they really know it is about saving costs.
• 47% recognise that when an organisation encourages them to “Go Paperless”, it is not “Paperless” because they regularly print off documents at home for a hard copy.

The research also highlighted consumer concerns with digital communications, including:

• 55% are concerned with online security – that personal information held electronically is at risk of being hacked or stolen.
• 49% spend ‘too long’ on digital devices.

Download Booklet

Next Fact