Accurate, timely, and relevant banking communications delivered through customers' preferred channels aren't just communication best practices. They're the building blocks of trust to maintain a lasting, profitable relationship.
The insights below come from a Computershare survey of 400 Canadian banking customers and their attitudes to the communications they receive from their banking provider.
Your words matter more than you think
Personal banking customers rely on communication to guide decisions, build trust, and feel informed.
74% value or completely value communications from their banks
75% find communications useful.
79% had positive comments about banking communications.
75% believed communications mostly or completely met their needs.
Here's what customers had to say about communications from financial institutions
“I would appreciate more personalized content tailored to my account or financial goals.”
“Clear, timely, and easy to understand, which helps me stay informed and confident about my finances.”
“They keep me informed about important account updates and security alerts.”
“Somewhat overwhelming, as there are too many emails and not all of them feel important.”
“Tell me my mortgage payment failed in plain English, not legalese.”
Essential communication preferences
Emails are universally the preferred method for receiving communications (74%). Half of Millennial and Gen Z customers use mobile apps while a significant amount of customers still prefer postal mail.
Digital
50% - Gen Z
48% - Millenials
28% - Gen X
19% - Boomers
25% - Gen Z
24% - Millenials
27% - Gen X
37% - Boomers
What do customers do when they receive a communication from their bank that isn't clear?
Gen Z
25% - Call my bank
17% - Ask my family or a friend
14% - Visit a branch
Millenials
20% - Visit a branch
17% - Contact my bank via live chat or mobile app
13% - Search the internet for help
Gen X
31% - Call my bank
17% - Search the website or app for more info
15% - Visit a branch
Boomers
36% - Call my bank
26% - Visit a branch
16% - Search the website or app for more info
The importance of clear communications
Clear communications, on the other hand, build trust. Over half (55%) of customers said clear communications make them trust their bank much more. Across most generations, those numbers are fairly high:
Gen Z: 61%
Millennials: 47%
Gen X: 48%
Boomers: 68%
We are Computershare
At Computershare, we turn our client's complex data into clear, compliant communications that build trust and drive results. With deep expertise across regulated industries, we know what's at stake when every message matters. For over 30 years, we've worked with some of the world's most recognized brands, delivering their communications accurately, securely, and on time.
From strategy, design, and composition to multi-channel delivery and digital archiving, our comprehensive solutions help you engage customers and members, build stronger relationships, reduce risk, and deliver measurable business outcomes. When communications are critical, clients trust us to deliver confidence in every communication.
Survey details: Computershare engaged Dynata to undertake research into consumer attitudes towards transactional communications. The information presented focuses on the survey responses of 400 Canadian insurance customers aged 18-69 years. The data was collected in May, 2025.
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