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Key Statistics
64%
Experience digital fatigue
56%
Report decision overwhelm
54%
Face growing financial concerns
Three Core Barriers to Engagement
Digital Fatigue
Mental and physical exhaustion caused by excessive time on digital devices. Customers are overwhelmed by the constant stream of digital communications, making it harder for important messages to break through.
Decision Fatigue
A state of cognitive overload that impedes a person's ability to effectively evaluate and make decisions. When faced with too many choices or complex options, customers often default to inaction.
Scarcity Mindset
When perceived or real resource limitations—perhaps on time or money—inhibit a person's ability to effectively make decisions and prioritize. This mindset can cause customers to avoid addressing financial obligations entirely.
About the Research
The research surveyed billpayers from the US and Canada to identify current experiences and anticipated changes over 12 months. These findings help collections teams understand the psychological barriers preventing customer engagement and develop more effective strategies.
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