Chapter 07

About “The state of customer communications” survey

Sinch fielded this research with five separate surveys in January and February of 2025. It included a global consumer survey and individual surveys in the healthcare, financial services, retail, and technology industries.

The consumer survey consisted of 2,800 participants from 12 countries. The industry surveys each consisted of 400+ participants from the United States. Results in this report are occasionally rounded to the nearest percentage.
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Consumer survey breakdown

CountriesGenderBirthdate
United States: 25.2%




Female: 53.4% 
 
Before 1946: 3.0% 
 
 


India: 9.4%
Male: 46.1%1946-1964: 31%
Brazil: 9.2%Non-binary (or no answer): 0.4%1965-1980: 27.1%
United Kingdom: 9.1%
1981-1996: 28.6%
Australia: 9.0%1997-2012: 10.3%
Canada: 7.4%
Germany: 7.1%
France: 7.1%
Mexico: 5.4%
Singapore: 3.7%
Spain: 3.7%
Italy: 3.6%

Healthcare breakdown

Company size (by headcount)Annual revenueJob roles
51 to 200: 22.8%

$10M – $50M: 25.0%

C-suite executive: 24%

201 to 500: 26.0%$50M – $100M: 26.0%
VP-level executive: 25%

501 to 1,000: 25.2%
$100M – $500M: 25.2%Director: 26.0%

More than 1,000: 26.0%More than $500M: 23.8%Management: 25.0%

Financial services breakdown

Company size (by headcount)Annual revenueJob roles
51 to 200: 25.1%$10M – $50M: 25.3%C-suite executive: 25.5%
201 to 500: 24.6%$50M – $100M: 25.1%VP-level executive: 25.1%
501 to 1,000: 25.3%$100M – $500M: 25.5%Director: 25.5%
More than 1,000: 25.1%More than $500M: 24.1%Management: 23.8%

Retail breakdown

Company size (by headcount)Annual revenueJob roles
51 to 200: 23.2%$10M – $50M: 24.9%C-suite executive: 25.9%
201 to 500: 24.4%$50M – $100M: 23.2%VP-level executive: 23.6%
501 to 1,000: 26.6%$100M – $500M: 25.1%Director: 25.9%
More than 1,000: 25.9%More than $500M: 26.8%Management: 23.6%

Technology breakdown

Company size (by headcount)Annual revenueJob roles
51 to 200: 25.5%$10M – $50M: 25.0%C-suite executive: 25.4%
201 to 500: 24.5%$50M – $100M: 25.5%VP-level executive: 23.6%
501 to 1,000: 25.0%$100M – $500M: 25.7%Director: 25.9%
More than 1,000: 25.0%More than $500M: 23.8%Management: 25.1%
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