Gartner Survey Finds Little Public Appetite for Ending Payment Deferrals
More than six in 10 consumers believe ending a COVID-19 payment deferral program prematurely or with insufficient explanation can significantly damage a brand’s reputation, reported Gartner Wednesday. It canvassed about 300 consumers in December, finding 55% believe deferred payments are…
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an “ethical issue” more than a business consideration, it said. Nine in 10 respondents said they expect companies to help their customers in times of economic hardship, said Gartner. Its research found two-thirds of consumers don’t expect their lives to even begin to return to pre-pandemic normalcy for at least six months, even if fully vaccinated. A third of the public worries their personal finances will remain precarious for at least another year. “For most consumers, the pandemic is an ongoing, unabated crisis,” said Gartner analyst Jennifer Sigler. “Corporate statements that suggest a return to normal operations may feel too abrupt or downright inappropriate right now.”