70% of consumers say poor treatment from a service provider affects their mental health, while 78% will consider switching service providers if they feel they have been treated negatively

CALGARY, Alberta, September 28, 2023--(BUSINESS WIRE)--Symend, the leader in Behavioral Engagement Technology, today released key findings from its 2023 Consumer Report: Decoding Billpayer Behavior. The report provides insights on consumers’ payment priorities, the barriers to customer engagement and payment, and the impact of service providers’ actions during times of financial uncertainty. Among the most significant findings in the 2023 Consumer Report is the need for service providers to demonstrate empathy, flexibility, and personalized support to help their customers during times of financial instability and to build a trusted and loyal customer base. The complete report is available for download here.

"In today’s economic environment, our research shows billpayers are being forced to prioritize demands for their money, time, and energy more than ever before, and this has led them to feel anxious and overwhelmed. As a result, the way service providers treat their customers during these times of financial uncertainty can have long-term consequences on their businesses. Our research finds the old, tiring ways of bombarding customers with messages and notifications aren’t working," says Hanif Joshaghani, CEO and co-founder at Symend. "Now is the time for service providers to think...

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