Business challenges
Socio-economic and technological change presents key challenges to the financial services sector. Banks, insurers and other financial service providers are directly affected by a myriad of issues such as a highly competitive market, economic turmoil, the rise of digital channels, regulatory change and shifting population demographics.
Who we help
- Banks and building societies
- Insurers
- Industry bodies
- Government agencies
How we help
We work with leading financial services companies to help them gain or retain a competitive edge.
Specific services we provide include:
- Website/e-channel development
- Customer satisfaction measurement
- New product/service development and innovation
- Advertising effectiveness
- Brand evaulation and tracking
- Marcomms development
- Usage & attitude studies i.e. market understanding, market segmentation
Case studies
Website development
| Client | A building society |
| Objective | Develop a consistent user interface, with appropriate content, that is accessible and easy to use |
| Solution | Face-to-face depth usability interviews (V-Surfs) i.e. accompanied surfs, with periods of observation and discussion |
Tracking website visitors
| Client | Lloyds TSB |
| Objective | Track usage and perceptions of Lloyds TSB's online services |
| Solution | Ongoing website visitor (V-Survey) and email surveys, with Lloyds TSB website users (including Internet Banking) and competitors |
Customer satisfaction
| Client | ING Direct |
| Objective | Track customer satisfaction across all parts of the business |
| Solution | Large scale, multi mode tracking study, using online and telephone interviewing |
Communications development
| Client | A pensions and investments provider |
| Objective | Ensure that all customer communications are understandable, transparent and useful |
| Solution | Ongoing, long term online research community (V-Community) consisting of a representative sample of customers |
Advertising & brand tracking
| Client | An insurance provider |
| Objective | Measure the impact of an ongoing advertising campaign on key brand metrics such as brand awareness, brand image, brand consideration and purchase intent |
| Solution | Discrete waves of online panel surveys with the target audience |
