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Study: Lack of personalized customer engagement pervasive

Published on .

New York—Customers are generally dissatisfied with the relevance of the communications they receive from companies, and rarely are asked how they prefer to receive company information, according to a study by customer communications management company Thunderhead. Thunderhead's “Introducing the Disconnected Customer” found that 66% of respondents do not feel their communications needs are being met by their service providers, and only 31% of respondents have ever had a company ask for a preference as to how they would like to receive bills, statements or policy information. The study was based on an online survey of 6,225 U.S. adults in December 2010.
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