The Austrian Post has just published the results of a research study commissioned on their behalf regarding the Austrian consumers’ preferences. It mainly focuses on consumer behaviour and attitude towards electronic versus postal mailing of important documents.
The results outlined in the 32-page study can be summarized in the following highlights:
- The majority of the respondents would choose to receive important documents on paper: health insurance documents: 80%, public authorities letters eg notices or fines: 84%, info on elections: 81%, annual electricity bill/overview: 71%, insurance policy: 66%, rental bills: 54%.
- They mostly prefer to receive amendment of contract or terms and conditions on paper. If conditions for contracts are changed, 78 percent of respondents want this information in writing on paper. This proportion is even higher among the elderly and consuemrs with lower levels of education.
- Experience with electronic resources / portals is widespread. Most people do not have problems (86%) coping with the partial change to electronic delivery. The elderly and people with low education and low income face more difficulties. Problems also arise with electronic invoices in case of poor internet connection or other computer problems. The elderly in particular are then depend on other people’s help.
- Online banking is used by around six out of ten respondents. Another 4 percent have foreseen to use it. 38 percent do continue not to want to use it in the future. Especially elderly citizens, those with a low income or a lower education level position themselves against this service.
- Half of the respondents make their tax declaration online. An additional 7 percent plan to do so in the future. Among the users of financial online services, one third checks their finance online databox once a year.
The study clearly shows that a significant part of the Austrian population would be disadvantaged if the right to receive important documents on paper was taken away from them.
