From credit card companies and insurance providers to consumer finance and investment institutions, the financial services industry recognises the importance of market research in better understanding and realising opportunities within B2B markets.
Negative views towards business financial services are common and customer experience and loyalty programs are becoming essential. Businesses that once focused on multinational clients and products are realising the importance of SMEs. We can help you to meet the needs of SMEs in the financial services sector. Working in partnership with you, we conduct customer satisfaction surveys and ensure your proposition is clear and differentiated in the eyes of your potential and current customer bases.
We were approached by one of South Africa’s leading insurance companies to revise and refine their annual customer satisfaction tracking study in order to assist them in obtaining a more accurate rating of Brokers’ experience when dealing with Legal Services.
The customer satisfaction survey provided research findings across many customer satisfaction and service dimensions as well as suggestions from the Brokers on how to improve areas of weakness. Results were compared with the previous years in the form of gaps analysis.