Financial Services
Customer satisfaction survey of European banks with a credit service
Europe
Measure satisfaction of banks with our client’s service and support as a major supplier.
Annual study by telephone with 500+ banks; across 46 countries in 16 languages.
Improved communication across the network, as well as helping our client update their contact lists.
Mystery shopping study of investment advice given by different banks
Belgium
Need to find out how competitive banks in Belgium were offering investment advice to customers, and how they compared on servicing costs.
Mystery shopper visits to banks: with different scenario’s based on “risk-averse” and more “adventurous” investors.
Study identified strengths and weakness of each bank’s investment advisor, their performance and follow-through, allowing the client to adjust his approach.
Customers’ relationships with their banks
Belgium
Need to understand commercial customers’ needs in banking services, and the defining moments in their relationship with their banks.
Series of in-person focus groups with customers of different banks.
Allowed the client, a major business consultancy, to understand the key influences on whether customers stayed with or switched banks; and the types of business given to different types of bank.