Mail in uncertain times

Mails value in Uncertain times Extends To Business mail as well Consumers continue to value mail, finding it useful and reassuring Consumers think of mail as a believable and secure channel – and that makes them feel better of the company that sends them mail overall, both marketing and business mail 52% say mail is best described as believable versus only 13% saying the same about email Similarly 47% say important best describes mail while only 15% agree that for email messaging While, email remains a key contact channel, mail remains a preferred method of being contacted for a significant proportion of consumers across a range of situations and uses. More than half would choose mail as their preferred channel for sensitive or confidential account information At least 1 in 5 choose mail over e-mail for every business mail situation and example,

! Mails tangibility makes it easy to use And makes customers feel special To what extent do you agree or disagree with the following… Even if I opened it, I often read and review some of my mail at a time when I can give it my full attention ! I’d feel less in control of my life if I didn’t have printed copies of important documents Receiving something in the post from a company to mark a special occasion makes me feel valued (e.g. birthday, customer anniversary) * Royal Mail MarketReach Research conducted by Kantar TNS in May 2017: Base 1269 UK adults, nationally representative sample

Over 1 in 3 still prefer mail for Account updates and statements Thinking about how companies or organisations contact you, what is your preferred method of contact for account updates or statements: 35% 59% 3% 2% Post Email Phone call SMS alert * Royal Mail MarketReach Research conducted by Kantar TNS in May 2017: Base 1269 UK adults, nationally representative sample

Over a third prefer the reassurance Of mail for alerts or changes to T&Cs Thinking about how companies or organisations contact you, what is your preferred method of contact for changes to your accounts terms and conditions: 36% 58% 5% 2% Post Email Phone call SMS alert * Royal Mail MarketReach Research conducted by Kantar TNS in May 2017: Base 1269 UK adults, nationally representative sample

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