MARKET RESEARCH FOR FINANCIAL SERVICES
We’ve built long relationships with some of the largest names in banking by conquering the industry’s steep learning curve. Tackling some of the industry’s biggest challenges has turned us into experts in the most complicated aspects of the field such as commercial, corporate, specialty, and high net worth banking.
AREAS OF FOCUS
Products and Services
- Concept testing
- Product launch and adoption – assessing feasibility, interest, and likely demand
- Loan runoffs / attrition
- Debit / Credit card development and feature optimization
- Mortgage service – assessing consumer needs
Marketing and Branding
- Monitoring brand health and market spend impact
- Assessing favorability and consumer perceptions in the marketplace
- Testing emotional connection and the impact on business outcomes
- Testing creative to improve marketing effectiveness
- Competitive assessment and positioning in new / growth markets
Customer Experience
- Understanding channel use and behaviors
- Digital transformation – moving customers from the branch to online tools
- Understanding the needs and behaviors of target segments – Mass Affluent, Millennials, Students, etc.
- Understanding the pain points related to online banking
- New branch design / concept testing
Products and Services
- Online banking platform optimization
- Workplace banking program development
- Rewards program development
- Use of Merchant Services
- Loan runoffs / attrition
- Cash management optimization
- Use of self-management tools among business owners
- Business credit card optimization
- Fraud and cyber-security concerns
Customer Experience
- Monitoring satisfaction and loyalty
- Assessing RM interactions and impact on satisfaction
- Emotional connection and engagement
- Assessing the needs of women business owners
- Monitoring the sentiment of small business owners
- Service model effectiveness
- Assessing the impact of RM turnover
- Onboarding of new products
- Handling of service requests
- Market segmentation for better service delivery
Channel Usage
- Understanding branch engagements
- Use of ATMs for business needs
- Digital engagement and use of e-tools
- Service experience vs. expectations
Needs of Target / Growth Segments
- HNW Women
- Next Gen and Millennials
- Business Owners
- Professional Advisors
Studying Key Behaviors
- Wealth planning
- Wealth transfer
- Family education
Client Acquisition
- Sales effectiveness
- Win / Loss
- Client advocacy and referrals
Client Experience
- Satisfaction and loyalty – Mass Affluent, HNW, UNHW, Family Office
- New client onboarding
- Client departures / Exited relationships
- Relationship reviews
- Implementing online services platform
- Service model effectiveness
- Segmenting the client base based on service expectations and communication preferences
- Optimizing the impact of client communications
Branding and Positioning
- Brand awareness and perceptions on growth markets
- Thought leadership for the Middle Market
- Leveraging digital content for bank consideration
- Best practices – Foreign Exchange and Debt Capital Markets
- Specialization in key industry verticals
- Assessing market leadership in healthcare investment banking services
Understanding the Needs of the Market
- Business owners and succession planning
- International payables needs
- Needs for Capital Markets services
- Banking needs in key international markets
Client Experience
- Tracking relationship performance over time – Middle Market, Large Corporate, Treasury Management, Commercial Cards, Real Estate
- Role of the RM and impact of relevant business discussions
- TM revenue attrition
- TMO sales effectiveness
- Value proposition and service model enhancements in the Lower Middle Market segment
Processes and Procedures
- Onboarding of new products
- Syndicated loan onboarding process
- Pain points in the credit application process
- Reliability of TM online platforms