Survey: False Positives Would Irk Credit Card Consumers

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A new poll found that nearly half of consumers using e-mail to get billing alerts and other messages from their credit card issuers would consider switching Internet service providers over incorrectly blocked e-mail.

The RoperASW poll, sponsored by New York e-mail service provider Bigfoot Interactive and released yesterday, found about 37 percent of adults with credit cards and Internet access at home receive e-mail from their credit card issuer. Three out of four e-mail subscribers said they would complain to their ISP about not receiving a critical e-mail, and 47 percent said they would consider switching ISPs if they blocked critical communications from their credit card company.

Despite such importance placed on these messages, 38 percent said they did not know how to complain to their ISPs about incorrectly blocked e-mail.

Deliverability has emerged as the top concern for e-mail marketers, as ISPs have tightened their spam-filtering techniques. Filters beat out anti-spam legislation by a three to one margin when Jupiter Research recently canvassed marketers for their biggest worry.

Consumers showed the most interest in receiving alerts and billing statements. Half of those receiving e-mail from credit card companies received mail for service messaging or reward statements and updates. About 12 percent said they received marketing messages and 11 percent newsletters. The study notes that customers receiving e-mail indicate a higher level of satisfaction with their credit card companies than those not on e-mail lists.

Respondents were also mostly pleased with their credit card companies' e-mail service. Nearly 90 percent who receive e-mail messages said their privacy is respected and 85 percent expressed satisfaction with the e-mail they receive. E-mail fraud was a concern for 77 percent of those surveyed.

RoperASW interviewed 282 adults owning a credit card and with Internet access.


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