3·15 Financial Services Experience Survey: Marketing Compliance and Information Security Become Focus Points

Consumers have提出多项改进建议。

As International Consumer Rights Day “3.15” approaches, Securities Times launched the “‘3·15’ Financial Service Experience Survey” to comprehensively understand the real experiences and demands of financial consumers in their daily financial services, providing a solid basis for improving industry service quality and protecting consumer rights. The survey results show that financial consumers are dissatisfied with transparency in information disclosure, marketing behavior standards, and personal information security, indicating an urgent need for industry improvement.

The survey used questionnaires and covered various financial institutions including banks, securities firms, insurance companies, and online financial platforms, collecting nearly 100 valid samples. When evaluating overall satisfaction with financial services, consumers generally expressed concerns about transparency in information disclosure, marketing behavior standards, and personal information security.

Regarding information disclosure, nearly half of consumers said that financial staff usually disclose relevant information when handling transactions, but the disclosures are often incomplete, requiring consumers to ask proactively for 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. Data shows that nearly 30% of consumers frequently receive marketing pushes from financial institutions, and the unsubscribe process is cumbersome or sometimes impossible, affecting their daily lives.

Personal information security issues are also prominent. With rapid development of financial technology and increasing online financial services, the risk of personal information leakage has risen. The survey indicates that nearly 30% of consumers worry about the security of their personal information online, 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 face many issues during these transactions. Besides the aforementioned concerns about information disclosure, marketing, and data security, problems such as an inadequate complaint mechanism, high rights protection costs, and low financial literacy are also prominent.

In response, consumers提出 multiple suggestions for improvement, with “strengthening information disclosure,” “standardizing marketing behavior,” “enhancing information security,” “optimizing complaint handling,” and “increasing financial literacy” being the most urgent. Consumers hope financial institutions will proactively and fully disclose key information, ensuring consumers can make informed decisions based on understanding product details and potential risks; at the same time, regulate marketing practices to prevent exaggerated claims and concealment of risks, protecting consumers’ legal rights; additionally, strengthen personal information security, improve complaint mechanisms, and increase efficiency—these are the main areas of concern.

At the regulatory level, consumers call on relevant authorities to完善 legal and regulatory systems, streamline rights protection channels, intensify enforcement against violations, and strengthen daily supervision and joint publicity and education. Through joint efforts, create a safe, harmonious, and orderly financial consumption environment, so that financial services truly benefit the public.

This article was originally published in Securities Times, March 16, A2 edition.

Proofreader: Zhao Yan