[Survey Report] Asking 3,204 Consumers: 'Preferred Methods of Communication and Information Dissemination from Companies'
WOW WORLD released a survey of 3,204 consumers regarding their preferred communication channels with companies. The results show that official websites and emails remain the foundational methods for receiving information.
📋 Article Processing Timeline
- 📰 Published: March 31, 2026 at 19:00
- 🔍 Collected: April 1, 2026 at 13:39 (18h 39m after Published)
- 🤖 AI Analyzed: April 22, 2026 at 01:44 (492h 4m after Collected)
WOW WORLD Inc. (Headquarters: Shinagawa-ku, Tokyo; President and CEO: Kazuo Mino; hereinafter 'the Company'), which supports the improvement of CX for companies and organizations through the development and provision of SaaS, conducted a survey on consumers' 'preferred methods of communication and information dissemination from companies', gathering responses from 3,204 individuals. We are pleased to announce the creation of a report intended to serve as verification material for companies considering the optimization of information dissemination and communication methods to consumers.
A PDF version is also available. Anyone can download it freely, so please take a look.
https://www.wow-world.co.jp/future/activities/case0129
1. Survey Background
Through the provision of the CDP-centered engagement solution 'WOW engage' and the communication system 'WEBCAS', the Company aims for a world where optimal communication between companies and their customers is realized.
Recently, the amount of information people receive from companies has exploded. The means of receiving information have also diversified, including email, LINE, SMS, and app push notifications. Amidst this, the Company continually conducts internet research targeting consumers to understand the reality and changes in how people receive information from companies and what information dissemination methods they expect from them.
By publishing the results of this survey, we hope to deepen our understanding of 'the communication customers desire' alongside many companies, and promote the optimization of communication.
2. Survey Results Summary
- The most common means of receiving information from companies was 'Official Website (Homepage)' (47%), followed by 'Email Newsletter' (35%) and 'Official SNS' (21%). Similar to the previous year, 'Official Website' and 'Email Newsletter' occupied the top spots, indicating they are established as the basic means of information dissemination for companies.
- For receiving important information from companies (such as recalls or warnings), 'Official Website' (38%) and 'Email' (37%) were the top choices at almost the same rate. Additionally, among those in their 70s and older, about one-third expressed a desire for 'Postal Mail'.
- Regarding important information addressed to individuals from companies (such as point expiration or delivery notifications), 'Email' (41%) was the most common, followed by 'Official Website' (27%), 'Official LINE' (15%), 'Notifications from Official App' (15%), and 'Postal Mail from Company' (15%). 'Email' was also the most frequent in the previous year's survey, showing it continues to be the primary means for important personal communications.
- The top triggers for downloading a company's official app were 'At the timing of membership registration' (34%), 'Because I can get discount coupons' (32%), 'At the timing of product purchase' (31%), and 'Because points accumulate (including switching to a member card)' (25%). Benefits like membership registration and coupons are the main motivations, indicating a tendency for app introductions to progress easily at points of customer contact.
- The most common trigger for adding an official LINE as a friend was 'Because I can get discount coupons' (32%), followed by 'At the time of product purchase' (22%) and 'At the time of membership registration' (22%). Coupons were the main motivation in the previous year's survey as well, suggesting LINE has established itself as a communication channel triggered by perks and campaigns.
- Receiving authentication emails or password reset emails...
A PDF version is also available. Anyone can download it freely, so please take a look.
https://www.wow-world.co.jp/future/activities/case0129
1. Survey Background
Through the provision of the CDP-centered engagement solution 'WOW engage' and the communication system 'WEBCAS', the Company aims for a world where optimal communication between companies and their customers is realized.
Recently, the amount of information people receive from companies has exploded. The means of receiving information have also diversified, including email, LINE, SMS, and app push notifications. Amidst this, the Company continually conducts internet research targeting consumers to understand the reality and changes in how people receive information from companies and what information dissemination methods they expect from them.
By publishing the results of this survey, we hope to deepen our understanding of 'the communication customers desire' alongside many companies, and promote the optimization of communication.
2. Survey Results Summary
- The most common means of receiving information from companies was 'Official Website (Homepage)' (47%), followed by 'Email Newsletter' (35%) and 'Official SNS' (21%). Similar to the previous year, 'Official Website' and 'Email Newsletter' occupied the top spots, indicating they are established as the basic means of information dissemination for companies.
- For receiving important information from companies (such as recalls or warnings), 'Official Website' (38%) and 'Email' (37%) were the top choices at almost the same rate. Additionally, among those in their 70s and older, about one-third expressed a desire for 'Postal Mail'.
- Regarding important information addressed to individuals from companies (such as point expiration or delivery notifications), 'Email' (41%) was the most common, followed by 'Official Website' (27%), 'Official LINE' (15%), 'Notifications from Official App' (15%), and 'Postal Mail from Company' (15%). 'Email' was also the most frequent in the previous year's survey, showing it continues to be the primary means for important personal communications.
- The top triggers for downloading a company's official app were 'At the timing of membership registration' (34%), 'Because I can get discount coupons' (32%), 'At the timing of product purchase' (31%), and 'Because points accumulate (including switching to a member card)' (25%). Benefits like membership registration and coupons are the main motivations, indicating a tendency for app introductions to progress easily at points of customer contact.
- The most common trigger for adding an official LINE as a friend was 'Because I can get discount coupons' (32%), followed by 'At the time of product purchase' (22%) and 'At the time of membership registration' (22%). Coupons were the main motivation in the previous year's survey as well, suggesting LINE has established itself as a communication channel triggered by perks and campaigns.
- Receiving authentication emails or password reset emails...