Transactional mail in the financial services sector

This study, carried out by the Henley Centre, demonstrates the value to financial services customers – particularly banks – of paper-based customer communications such as bills and statements.

Despite the best efforts of businesses to move customers to a paperless environment, it's clear that consumers remain wedded to this type of mail for 'transactional' purposes.

Key perceived benefits of paper bills are as follows:

• Trustworthiness compared with digital alternatives, particularly for confidential information.

• Its use as a visual reminder, prompting people to take action.

• The fact that it can be retained for future reference and often has a practical use, such as a form of identification.

• Its ability to build brand relationships.