Free ebook

Past-due in 2021: New expectations in collections

Last year, we learned that customer needs can change in a blink, and companies need to change almost as fast. This ebook shows the new expectations in 2021 and how you can re-evaluate your strategies to empathize and help your past-due customers in the recovery process.

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What you will learn

In 2020, COVID-19 turned millions of Canadians' financial situation upside down. The need for a digital transformation to assist past-due customers is more significant than ever. To show the ever-changing expectations in collections, we conducted our annual consumer repayment preferences survey, where we surveyed over 2,500 Canadians across all demographics.

This guide will:

  • Reveal our 2021 survey results on consumers’ past-due experiences and preferences
  • Uncover what's changed for past-due customers since 2020
  • Determine what the new expectations are and how to adapt