Its Hidden Opportunity Market Report showedthat38% prefer email statements and 18% selected online portals as their first preference.
More than half (60%) of homeowners are happy to receive their mortgage statements digitally, communications expert Opus Trust Communications has found.
Its Hidden Opportunity Market Report showedthat38% prefer email statements and 18% selected online portals as their first preference.
Richard Farmer, marketing and sales director for Opus Trust Communications, said: “Most consumers are willing to accept a digital only method of receiving critical financial documentation but that this is not exclusive and therefore requires each mortgage provider to consider the choice that they offer to customers.
“Having a multi-channel strategy to communicate could lead to cost savings for mortgage providers, but only if they act on these changing trends now. To achieve this, companies must be able to transfer from conventional ways of corresponding into a more engaging and informative customer experience.
“This report demonstrates that one size doesn’t fit all as many consumers still prefer more traditional methods of receiving critical statements, such as the post. We can take from this report that organisations must ensure customers are able to customise the way they communicate.”
However, despite consumers leaning towards a digital only solution, mortgage lenders are being warned to take note that only 3% of consumers would like to receive this type of correspondence via an app and 2% via SMS.
In fact, hard copy documentation remains a priority for a large number of people, with 39% stating a post-first preference.
