Financial Services Experience Survey: Marketing Standards and Information Security Come Into Focus

Securities Times Reporter Wang Jun

On the occasion of International Consumer Rights Day “3.15,” Securities Times launched the “‘3.15’ Financial Service Experience Survey” to comprehensively and deeply understand the real experiences and demands of financial consumers in their daily financial services, providing a strong basis for improving industry service quality and protecting consumer rights. The survey results show that financial consumers have numerous complaints regarding transparency of information disclosure,规范营销行为, and personal information security protection, indicating urgent need for industry improvement and enhancement.

This survey was conducted through questionnaires, covering various financial institutions such as banks, securities firms, insurance companies, and internet financial platforms, with nearly one hundred valid samples collected. When evaluating overall satisfaction with financial services, consumers generally expressed concerns about transparency of information disclosure,规范营销行为, and personal information security.

Regarding information disclosure, nearly half of the consumers indicated that staff at financial institutions usually disclose relevant information when handling transactions, but the disclosures are not comprehensive enough, requiring consumers to主动询问 to get details. Some consumers also reported multiple instances of hidden risks and exaggerated benefits, leading them to make investment decisions without full understanding, resulting in financial losses.

In terms of marketing behavior, excessive marketing messages have become a major annoyance for consumers. The survey shows that nearly 30% of consumers frequently receive marketing push notifications from financial institutions, and the unsubscribe process is cumbersome or even impossible, affecting their daily lives.

Personal information security issues are also prominent. With the rapid development of financial technology, online financial services are increasingly popular, but the risk of personal information leakage has also risen. Nearly 30% of consumers worry about the security of their personal information in online financial services, fearing leaks or misuse.

Regarding the main types of financial services used, loans and credit products, investment and wealth management, deposits and savings, and payment settlement services dominate. However, consumers encounter many issues during these transactions. Besides the aforementioned problems with information disclosure, marketing, and data security, issues such as an inadequate complaint mechanism, high rights protection costs, and low financial literacy are also prominent challenges in consumer rights protection.

In response to these issues, consumers have proposed several improvement suggestions, with “strengthening information disclosure,” “regulating marketing behavior,” “enhancing information security,” “optimizing complaint handling,” and “increasing financial literacy” being the most urgent. Consumers hope that financial institutions will proactively and fully disclose key information, ensuring consumers can make informed investment decisions based on understanding product details and potential risks; at the same time, regulate marketing practices to prevent exaggerated benefits and concealed risks, protecting consumers’ legal rights; additionally, improve personal information security,完善投诉处理机制, and increase complaint resolution efficiency are also key concerns.

At the regulatory level, consumers call on relevant authorities to完善法律法规体系, streamline rights protection channels, intensify investigations into illegal activities, strengthen daily supervision, and promote joint education campaigns. Through joint efforts, create a safe, harmonious, and orderly financial consumption environment, so that financial services truly benefit the general public.

(Edited by: He Chong)

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