Case Study
Customer Satisfaction – Personal Banking
Sustainable banking is becoming increasingly important as consumers and businesses prioritize sustainability in their financial decisions. This case study explores the potential of sustainable banking products to address unmet needs of banking clients from both B2B and B2C segments and their potential to differentiate in the competitive market landscape. The insights helped refine product concepts and shape effective strategies for market success.
Objective of the Study
- Explore and uncover all the facets of interaction between customers and bank, type of experience, sources of (dis)satisfaction, expectations, unfulfilled needs with impact on bank relationship quality
- Measure customers’ satisfaction, loyalty and experience, in general for each product/ service
- Identify key areas of weakness and key areas of strength
- Establish the priority areas to work upon to reduce the attrition risk and enhance current relationships
Methodology
METHODOLOGY:
- The study employs a quantitative approach using Computer-Assisted Telephone Interviews (CATI) to collect data. This method ensures comprehensive and reliable insights into customer satisfaction and banking experiences.
TARGET DETAILS:
- Participants are customers who actively engage with personal banking services, providing detailed feedback on their experiences and satisfaction levels.
LOI:
- 60 minutes
MAIN RESULTS
Awareness and Usage
The study identified the level of awareness and usage of banks, including Net Promoter Score (NPS). This helps in understanding how well customers know and use banking services and their likelihood of recommending them to others.
Relationship Evaluation
The relationship with personal banking services was evaluated, providing insights into how customers perceive their interactions with their banks and the quality of service they receive.
Satisfaction Levels
The satisfaction level with each product type was assessed, helping to identify which products meet customer expectations and which ones require improvement.
KEY TAKE-AWAY
- Understanding of Main KPIs: A comprehensive understanding of the main Key Performance Indicators (KPIs) related to customer satisfaction, loyalty, and experience.
- Identification of Strengths and Weaknesses: Identification of the positive aspects of banking services that customers appreciate, as well as areas where there are weaknesses and challenges that need to be addressed.
- Recommendations for Improvement: Actionable recommendations on how to better address customer needs, improve satisfaction, and strengthen client relationships.
