Supermarkets lead the way in crisis comms

Supermarkets have emerged victorious in the crisis communications race, despite facing huge challenges with supply chains and delivery services amid the coronavirus pandemic.

Some 84% of people polled by data analysts, Consumer Intelligence, say they have heard from their supermarket in recent weeks -- ahead of both banks and insurers in the race to keep customers in the picture.

Last Friday, the Financial Conduct Authority wrote to insurance CEOs, to help ensure the sector is doing all it can to support customers. The government also announced that mortgage providers will be offering payment holidays to customers facing financial hardship as a result of the pandemic. In this poll, however, only 47% of consumers say they have been contacted by their mortgage provider.

Consumer Intelligence CEO, Ian Hughes says: “In a crisis, communication is key. At this point in time, consumers need information and clarity from their service providers, and they need empathy. Many will face financial hardship in the coming weeks and months, and people are worrying about how they are going to survive. It is imperative that all sectors maintain open lines of communication to provide peace of mine for their customers at this very difficult time. Consumers have long memories.”

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