It is three years to the day since Covid 19 was classified as an international public health emergency. So, what are the lasting impacts of the pandemic on customer communications? Research revealed by Paragon Customer Communications, a provider of customer communications, business services and workplace solutions, provides an insight.
And according to the research, the banking sector compares favourably to other industry sectors.
The general view of customer communications was positive among survey respondents. Service providers in the utilities sector were the focus of the most criticism.
Banking: the most successful sector for customer communication
A quarter (25%) of those questioned reported that Covid had a negative impact on their interactions with utility providers, compared with the least impacted industry, online banking companies (8%).
The results also demonstrate the extent to which covid changed consumer attitudes towards their finances. During the pandemic 72% of consumers interacted with a wealth management provider. Related to this, perceptions of online banking providers were very positive: 21% of respondents reported increased satisfaction, making this the most successful sector of all when it comes to perception.
David Taylor, communications director at Paragon Customer Communications, said: “While the pandemic caused a seismic shift in our way of life, our research has challenged this perception when it comes to customer experience. On the whole, customers did not notice a difference in the quality of the service they received, despite providers grappling with the most significant global event of this century.
“This is a testament to the value of adaptability: most consumers were satisfied with their customer service experiences because businesses had the capabilities to quickly transition to digital services. We now know that most providers get it right, and now that we are three years on from the start of the pandemic, Covid cannot be used as an excuse to deliver substandard experiences.”