06/09/2026
While email is by far the most widely read channel for super funds, the reasons members give for not reading their communications point more to content than to delivery.
Email is the most widely read channel among superannuation fund members, at 84%, compared with 46% for app notifications, 45% for SMS and 41% for paper mail. Satisfaction, however, does not follow the same pattern, with at least 76% of members satisfied with each of the four channels despite the 43 percentage point gap in readership.
Among members who do not read the communications they receive, the reason cited most frequently relates to content rather than to the channel, with between 33% and 40% indicating that the material does not interest them. Jargon is a less common concern overall, although it is raised by 25% of members in respect of emails
When asked what they would prefer to receive by email, members show a consistent preference for information concerning their own position, with updates on the performance of their super nominated by 54%, member service and benefit updates by 45% and perks and discounts by 42%.
The data tells us that while satisfaction is consistently high across all four channels, it does not track readership and what separates the communications members read from those they do not appears to rest on the relevance of the content.
Learn more about our 2026 Member Engagement research by contacting Alana Devitt at [email protected].
