[Survey Report] "Communication and Information Dissemination Methods Consumers Expect from Companies" Asked to 3,204 Consumers

WOW WORLD Inc. (Headquarters: Shinagawa-ku, Tokyo; President and CEO: Kazuo Mino; hereinafter, "the Company"), which supports CX improvement for companies and organizations through the development and provision of SaaS, conducted a survey on "Communication and Information Dissemination Methods Consumers Expect from Companies" and obtained responses from 3,204 individuals. We are pleased to announce that we have created a report with the aim of providing verification material for companies considering optimizing their information dissemination and communication methods to consumers.

A PDF version is also available. Please feel free to download and view it. https://www.wow-world.co.jp/future/activities/case0129

1. Survey Background

The Company aims to create a world where optimal communication can be achieved between companies and their customers through the provision of "WOW engage," an engagement solution centered on CDP, and "WEBCAS," a communication system.

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. In this context, the Company continuously conducts internet research targeting consumers to understand the actual state and changes in how people receive information from companies and what information dissemination methods they desire from companies.

By publishing the results of this survey, we hope to deepen our understanding of "customer-desired communication" with 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" dominated the top positions, indicating their establishment as basic information dissemination methods for companies. - For important information from companies (such as recalls and warnings), "Official Website" (38%) and "Email" (37%) were almost equally ranked at the top. Additionally, among those aged 70 and above, approximately one-third expressed a preference for "Postal Mail." - For important personal information from companies (such as point expiration dates and delivery notifications), "Email" (41%) was the most common, followed by "Official Website" (27%), "Official LINE" (15%), "Notifications from Official Apps" (15%), and "Postal Mail from Companies" (15%). Email was also the most common in the previous year's survey, indicating that it continues to be the primary means for important personal communications. - The main triggers for downloading a company's official app were "at the time of membership registration" (34%), "because discount coupons are available" (32%), "at the time of product purchase" (31%), and "because points can be accumulated (including switching membership cards)" (25%). Benefits such as membership registration and coupons are the main motivations, indicating a tendency for app adoption to progress easily at customer touchpoints. - The most common trigger for adding a company's official LINE account as a friend was "because discount coupons are available" (32%), followed by "at the time of product purchase" (22%) and "at the time of membership registration" (22%). Coupons were also the main motivation in the previous year's survey, suggesting that LINE has become established as a communication channel driven by benefits and campaigns. - 63% of people have experienced receiving authentication emails or password reset emails from companies, and half of them reported having "had trouble because the email did not arrive." Reasons included "it took a long time to receive" and "it went into the spam folder," suggesting that email deliverability can affect user experience. - Regarding SMS (short messages), approximately 80% responded that they "always check" (47%) or "sometimes check" (34%). The previous year's survey also showed a high check rate, indicating that SMS is a useful channel for delivering important notifications. - The situations where SMS is found convenient include "identity verification" (63%), which accounted for half, followed by "payment confirmation" (25%) and "payment completion notification" (24%). SMS is considered to be used as an important communication method, primarily for security-related purposes. - 38% of people receive information from the same company through multiple channels. This indicates that a certain number of users receive information by combining multiple channels such as email, LINE, and apps. - 52% of people have felt annoyed by information from companies. Reasons for annoyance included "too frequent" (36%), "too salesy" (18%), and "no sense of value" (13%), suggesting that delivery content and frequency are factors that influence user perception. - 27% of people have felt that information received from companies is optimized for them, and approximately 47% responded that they "want to receive information relevant to themselves." While there is a desire to utilize data such as self-registered hobbies, preferences, and purchase history, there is a cautious tendency regarding data from other companies' services. It is believed that utilizing data within the user's acceptable range will lead to more acceptable personalization. - For receiving personalized information, "Email Newsletter" (47%) was the most common, followed by "Official Website" (32%) and "Official LINE" (24%). While "Official Website (Homepage)" surpassed "Email Newsletter" for general information reception, the trend reversed for personalized information.

3. Survey Overview

- Content Communication and information dissemination methods expected from companies

- Organizer WOW WORLD Inc.

- Survey Method Internet survey conducted using the Company's developed questionnaire system "WEBCAS formulator" and Marketing Applications Inc.'s "Mapps Panel."

- Survey Period February 15-18, 2026 (4 days)

- Area All 47 prefectures nationwide

- Age Males and females aged 13 to 80s

- Valid Responses 3,204 people (conducted with equal allocation by age)

4. Survey Results

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" dominated the top positions, indicating their establishment as basic information dissemination methods for companies.

In response to the question in Figure 1, "What means (methods) do you usually want to receive information from companies (including services/brands)?", 47% of people chose "Official Website (Homepage)." This was followed by "Email Newsletter from companies" (35%), "Official SNS" (21%), and "Official LINE" (17%).

Looking at the responses to Figure 1 by age group (Figure 2), "Official Website (Homepage)" and "Official SNS" were central for those in their teens and 20s, while "Email Newsletter from companies" also ranked high for those in their 30s. Furthermore, for those aged 40 and above, "Official Website (Homepage)" and "Email Newsletter from companies" were the main means, suggesting that these channels are established as important communication methods across all age groups.

For important information from companies (such as recalls and warnings), "Official Website" (38%) and "Email" (37%) were almost equally ranked at the top. Additionally, among those aged 70 and above, approximately one-third expressed a preference for "Postal Mail."

In response to the question in Figure 3, "What means (methods) do you want to receive important information from companies (including services/brands)?", "Official Website" (38%) was the most common, closely followed by "Email" (37%). "Postal Mail from companies" (16%) and "Official SNS" (15%) also garnered a certain level of support.

Looking at the responses to Figure 3 by age group (Figure 4), "Official Website" and "Email from companies" accounted for a high percentage across all age groups, indicating their widespread establishment as basic means of information acquisition. On the other hand, those in their teens to 30s also showed a tendency to use "SNS." Additionally, among those aged 70 and above, a relatively large number of people chose "Postal Mail," suggesting a preference for paper-based information.

For important personal information from companies (such as point expiration dates and delivery notifications), "Email" (41%) was the most common, followed by "Official Website" (27%), "Official LINE" (15%), "Notifications from Official Apps" (15%), and "Postal Mail from Companies" (15%). Email was also the most common in the previous year's survey, indicating that it continues to be the primary means for important personal communications.

In response to the question in Figure 5, "What means (methods) do you want to receive important personal information from companies (including services/brands), such as point expiration dates, product delivery status notifications, and payment due date reminders?", 41% of people chose "Email from companies." This was followed by "Official Website (Homepage)" (27%), "Official LINE" (15%), "Notifications from Official Apps" (15%), and "Postal Mail from companies" (15%).

Looking at the results of Figure 5 by age group (Figure 6), "Official Website" and "Email from companies" appear to be major communication channels used across all age groups. Furthermore, among those aged 70 and above, the proportion of people who prefer paper-based information provision increases, suggesting a certain level of trust in postal mail.

The main triggers for downloading a company's official app were "at the time of membership registration" (34%), "because discount coupons are available" (32%), "at the time of product purchase" (31%), and "because points can be accumulated (including switching membership cards)" (25%). Benefits such as membership registration and coupons are the main motivations, indicating a tendency for app adoption to progress easily at customer touchpoints.