Financial Services Experience Survey: Marketing Compliance and Information Security in Focus

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Reporter Wang Jun from Securities Times

On the occasion of International Consumer Rights Day on March 15th, Securities Times launched the “‘3.15’ Financial Service Experience Survey” to comprehensively and in-depth 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 are dissatisfied with transparency in information disclosure, the规范性 of marketing behaviors, and personal information security protection, indicating that the industry urgently needs improvement and enhancement.

This survey was conducted via questionnaires, covering various financial institutions such as banks, securities firms, insurance companies, and internet financial platforms, with nearly 100 valid samples collected. When evaluating overall satisfaction with financial services, consumers generally expressed concerns about transparency in information disclosure,规范性 of marketing behaviors, and personal information security.

Regarding information disclosure, the survey shows that nearly half of consumers said that staff at financial institutions disclose relevant information during transactions, but the disclosures are often incomplete, requiring consumers to主动询问 to get details. Some consumers also reported multiple instances of risk concealment and exaggerated收益, leading them to make investment decisions without full understanding, resulting in financial losses.

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

Personal information security issues are also prominent. With the rapid development of金融科技, online financial services are increasingly popular, but the risk of personal information泄露 has also risen. The survey indicates that nearly 30% of consumers worry about the安全 of their personal information in online financial services, fearing泄露 or misuse.

Regarding the main types of financial services used by consumers, loans and信用类, investment and wealth management, deposits and savings, and payment settlement services dominate. However, consumers also face many issues during these transactions. Besides the aforementioned problems with information disclosure, marketing behaviors, and personal information security, inadequate complaint mechanisms, high rights protection costs, and low金融知识普及 are also prominent issues in consumer rights protection.

Consumers have proposed several suggestions for improvement, among which “加强信息披露” (strengthen information disclosure), “规范营销行为” (standardize marketing behaviors), “强化信息安全” (enhance information security), “优化投诉处理” (optimize complaint handling), and “加大金融知识普及” (increase financial literacy) are the most urgent. Consumers hope that financial institutions can主动、充分披露关键信息 (proactively and fully disclose key information), ensuring consumers can make informed investment decisions based on a thorough understanding of product details and潜在风险 (potential risks); at the same time,规范营销行为 (standardize marketing behaviors), eliminate exaggerated收益 and隐瞒风险 (concealment of risks), and protect consumers’合法权益 (legal rights). Additionally, strengthening personal information security,完善投诉处理机制 (improve complaint mechanisms), and提高投诉处理效率 (increase efficiency) are also widely关注 (concerns) among consumers.

At the regulatory level, consumers call on relevant authorities to完善法律法规体系 (improve the legal and regulatory framework),畅通维权渠道 (smooth channels for rights protection),加大违法违规查处力度 (increase crackdown on violations), and加强日常监管与联合宣传教育 (strengthen daily supervision and joint publicity and education). Through joint efforts, a safe, harmonious, and orderly financial consumption environment can be created, ensuring that financial services truly benefit the general public.

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Editor: Wang Xinru