In an era dominated by digital communication, Quadient’s latest research reveals that physical mail remains a trusted and preferred channel for many US consumers. Conducted by Opinium, the study surveyed 6,000 consumers across the US, UK, and France, highlighting shifting communication preferences and growing concerns around digital overload.

Key Findings from the Report:

✅ Mail Remains Relevant in the US

Despite the rise of digital channels, 78% of US consumers sent physical mail last year, reinforcing its ongoing importance.

✅ Consumers Are Overwhelmed by Digital Messages

68% of US consumers worry about missing important digital communications, with 65% saying spam and digital overload have made them prefer physical letters.

✅ Letters Get More Attention Than Digital Messages

63% of US consumers are more likely to act on an urgent letter than an urgent email or digital communication.

✅ Multi-Channel Communication is a Must

73% of US consumers want businesses to communicate across multiple channels—email, mail, text, mobile apps, or social media—to ensure they receive important messages.

✅ AI in Communications Raises Concerns

While AI is becoming more common in business communications, 81% of US consumers want transparency when AI is used, and 58% believe AI lowers communication quality. Additionally, 40% would feel upset if AI was used to deliver medical test results.

✅ Data Privacy Worries Are Growing

64% of US respondents are concerned about how much data companies have on them, and 63% prefer companies get details wrong rather than share too much personal information.

✅ Consumers Want More Environmental Guidance

52% of US consumers want clearer guidance on choosing eco-friendly communication channels, and 44% worry about the hidden environmental impacts of digital communication.

Download the full report to explore these insights and learn how businesses can better engage US consumers in today’s evolving communication landscape.

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