The enduring impact of physical mail in 2025: 20 statistics every business should know

At a time of overflowing inboxes and nonstop notifications, one might assume physical mail has lost its shine. Yet the opposite is true. Physical mail remains a highly effective, trusted channel for businesses to reach customers in 2025. From consumer trust to response rates, the data shows that physical mail cuts through the digital noise and delivers results. 

These 20 statistics, based on Quadient’s research, illustrate how mail continues to be relevant, trustworthy, and impactful for consumers.

Consumer trust and attention 

Consumers prefer physical letters for sensitive or important information.

1. 63% of consumers worry about missing important digital messages because they may not look important enough or end up in junk folders.

2. 52% say spam, scams, and digital overload have made them prefer letters again.

3. 53% are more likely to act on an urgent letter than an urgent email.

4. 43% say the reliability of physical mail matters most to them.

Preference and choice 

When given the option, many still choose physical mail over digital alternatives.

1. 36% say the physical nature of letters makes them easy to store, reference, or keep visible.

2. 20% value the extra privacy of physical mail compared with digital channels.

3. 70% say their relationship with their postman or postwoman is important.

4. 59% worry rising postal costs will mean they receive less useful information in the post.

Consumer engagement

Physical mail remains part of everyday life, with people using it for both personal and practical purposes.

1. 51% sent a birthday card last year, the most common form of posted communication.

2. 45% sent a Christmas card, indicating continued strong use of traditional mail.

3. 17% sent an application form or request by post, demonstrating continued reliance on mail for official tasks.

4. 16% sent invitations or thank-you cards, highlighting mail’s role in personal and social communication.

Business and brand communication

Mail still plays a vital role in how customers engage with brands.

1. 32% believe utilities communicate effectively across channels.

2. 47% say banks are the best communicators, showing continued trust in more formal channels.

3. 42% experienced communication inaccuracies in the past year, such as errors in name or address.

Mail as a strategic tool

Consumers view mail as tangible, memorable, and action-driving.

1. 59% say it is becoming increasingly difficult to tell whether digital messages are important.

2. 52% say digital overload has pushed them back toward preferring letters.

3. 15% value the pleasure of receiving a letter as a tactile, screen-free experience.

4. 17% send letters because they need evidence that something was sent.

5. 45% ignored all political communications. 

Wrap up

These statistics demonstrate that physical mail still resonates with UK consumers in a digital-first world. From crucial account updates to marketing messages, mail continues to play a key role in how businesses engage with their customers.

Whether you're looking to modernise transactional communications, automate essential letters, or integrate physical mail into your multichannel strategy, Quadient makes it easy. Our mail solutions help you deliver the right message at the right time, in the format your customers prefer.

Learn how Quadient can simplify and streamline your outbound mail operations.

Frequently Asked Questions

What types of mail does Quadient support? Quadient supports a wide range of physical mail, including bills, statements, notices, and customer letters, with powerful software and hardware solutions that help businesses reduce postal costs and streamline operations.

Is physical mail still effective for customer communications? Yes. As this research shows, many UK consumers still trust and prefer physical mail for important messages. The medium enhances message visibility and drives stronger engagement than digital-only channels.

Can Quadient help automate physical mail? Absolutely. Quadient’s solutions automate preparation, personalisation, tracking, and delivery, reducing manual work and improving accuracy. Offering customers a physical mail option is a proven way to enhance customer experience.

How does mail fit into a communication strategy? Mail complements digital channels by providing a tangible, more impactful touchpoint. With Quadient, you can manage both print and digital communications from a single platform to better meet customer needs.

Is physical mail sustainable? Yes. Quadient helps reduce waste through automation and precise targeting, supporting environmentally responsible mailing practices and eliminating unnecessary volume.