Fiserv conducted a 2015 Consumer Experience Survey to understand how consumers access and use transactional documents and their expectations regarding secure card forms and delivery.
The survey sought to understand the factors that drive consumers to migrate from paper-based communications to digital; consumer awareness and understanding of the evolution of debit and credit cards from magnetic stripe to EMV chip; and use of the branch for card issuance.
Technology is changing how consumers interact with their bills, statements, debit and credit cards. As advances in technology dramatically alter consumer behavior, financial institutions must adapt and deploy new channels and solutions to meet the changing demand for the delivery and use of transactional documents and cards. The findings can help financial institutions develop and implement effective strategies to meet consumer expectations for these products and services.