Findings of an independent survey of online consumers commissioned by Verisign and conducted in December 2019 and January 2020 by 451 Research, now a part of S&P Global Market Intelligence, suggest that websites and branded email continue to be critical components of many businesses’ online presence, essential to supporting consumer confidence and enabling effective interaction with customers.

The quantitative study surveyed 5,450 online consumers across key markets in North America, Latin America, Europe and Asia to help understand their sentiments on interacting with businesses online.

The survey was designed to arm service providers and registrars with an understanding of how the resources they provide to businesses can help create trust and deliver value to their customers.

Branded Email Supports Customer Communications

Trust is central to the relationship between a business and customers. This may be particularly true for online transactions (95% of survey respondents said they actively make purchases online), which require consumers to trust not only that the business will deliver the product or service for which they have paid, but also that it will not misuse payment or personal information.

A branded email address may be able to help, as an overwhelming number of respondents (85%) agreed that a business with a branded email address is more credible than one that uses a free email account. Respondents were more likely to have used a business’s branded email address (67%), than the telephone (56%) or social media (40%), to communicate with a business during the prior 12 months.

Key Takeaway

For a small business, failing to be perceived as credible online could mean lost business not just today, but also in the future. A website and branded email address can help businesses add credibility and more effectively engage with consumers online.

Service providers offer a variety of website-building tools, email hosting solutions, and domain name registration services that can help businesses – whether just starting or well-established – to have a website and use a branded email.

Detailed survey results are available HERE [

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