Originally published: Mi3, 10 December 2025
More than six in 10 Australians find unclear language and jargon a barrier in interactions with professional services, a new piece of research has found.
Intuit Mailchimp has released the research conducted by Pureprofile, which surveyed 1,050 Australian consumers in July 2025. It revealed that 62% of Australians find unclear language a barrier in their interactions with these firms.
In addition to jargon, incorrect personalisation and inaccurate invoices were identified as significant communication issues. According to the research, 33% of Australians cited incorrect personalisation as a problem, while 31% pointed to inaccurate invoices as a source of frustration.
The survey also uncovered 17% of Australians have incurred additional costs due to missed invoice deadlines. This issue is more pronounced among younger Australians, with 24% of those aged 18-34 experiencing such costs.
Referrals emerged as the primary method of client acquisition for professional services firms. The study found that 55% of clients choose providers based on recommendations from friends or family, while 36% rely on referrals from colleagues. The reliance on personal referrals is particularly strong among older Australians, with 62% of those aged 55 and above depending on this method.
