Consumers want their card issuers to notify them by any means possible when it comes to fraud detection, a new survey says.
SoundBite Communications Inc.'s 2010 Fraud Communications Survey found 89% of consumers prefer receiving alerts about suspicious activity through multiple channels, including text, e-mail, phone call and letter.
"It is intuitive that for any consumer if there's fraud suspected on their card they would want to be notified as quickly as possible in whatever way makes sense," said Mark Friedman, chief marketing and business development officer of the Bedford, Mass., communications technology company.
The survey was conducted by Harris Interactive Inc. for SoundBite from March 5 to 8 on 1,017 adults.
The results indicated that banks that are effective at communicating with customers can strengthen their client relationships, Friedman said.
"Out of crisis comes an opportunity," he said. "When there's a potentially fraudulent event, if the bank does a good job of, one, understanding how the consumer wants to be communicated with and then communicating with them quickly … it actually increases the consumer's confidence in that bank."
