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LIMRA: Income Affects Confirmation Preferences

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Consumers with higher household incomes seem to like e-mail transaction confirmations more than lower-income consumers do.

Researchers at LIMRA, Windsor, Conn., have published figures supporting that conclusion in a report based on a March e-mail survey of 2,028 life policyowners ages 22 to 69 with household incomes of $35,000 or more.

About 62% of the participants in households with incomes ranging from $35,000 to $74,999 said they prefer to receive transaction confirmations via e-mail.

The percentage preferring e-mailed confirmations was 69% for participants with household incomes ranging from $75,000 to $125,000, and 75% for participants with household incomes over $125,000.

Participants from low-income households were more likely to say they prefer to receive confirmations through a telephone call, traditional mail or an online code.

The responses suggest that companies that serve low-income and moderate-income consumers should consider offering alternatives to e-mailed confirmations, the LIMRA researchers say.

- Michael K. Stanley

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