Resources · Research
Consumer Outreach Report: five findings worth acting on
May 28, 2026 · 9 min read
Research cover — report
Highlights from our survey of consumers on how they react to mail, email and messaging from the businesses they buy from.
People remember what they can hold
Recall of physical mail received in the prior month substantially exceeded recall of promotional email over the same period.
Timing beats volume
A single, well-timed note outperformed repeated contact in both stated sentiment and reported likelihood to repurchase.
Personalisation has a floor
Recipients reacted negatively when personalisation was obviously templated. Half-personalisation reads worse than none.