Objectives:
- A financial services provider conducted a member profile/satisfaction study annually by telephone only, and wanted to continue gathering data via a mixed modality (phone and online) in order to expand the demographics of respondents. Questioning surrounded: profiling, satisfaction, ratings of services, preferred service and comms channels, loyalty and value.
Methodology:
- Online (1,300) and telephone study (1,200).
Result:
- Identified segment drivers for online banking preference, satisfaction by region, and established a benchmark for NPS.