Survey Insights on Consumer Calling Behavior

This report presents findings from a study conducted by TransUnion involving 1,556 US consumers aged 18 and over, focusing on consumer calling behavior and the impact of branding on phone calls. The study aims to understand how consumers interact with businesses via phone, particularly in the context of personal, complex, or urgent issues. It outlines the challenges consumers face due to the prevalence of robocalls, call spoofing, and scams, which contribute to a lack of trust in phone communications. The report identifies five key insights, including the importance of branding calls to enhance engagement and restore trust. It discusses the critical features consumers desire on their mobile displays, such as caller name and logo, as well as verification that calls have not been spoofed. The report emphasizes the need for businesses to adopt branded calling solutions to improve customer experiences and protect their brands from fraud.