Satisfaction Solutions
The financial
services market is continually changing due to new technologies,
regulation, and customer needs. A
financial organisation that is responsive to the market and
understands their customers’ needs will be better positioned
to gain market share.
Opinion
Leaders is dedicated to providing research in this competitive
and complex sector. Our aim is to provide
smaller banking and wealth management organisations with affordable,
actionable customer insights.
Satisfaction
Solutions is a package we have designed based on our extensive
knowledge of the Financial Markets both in Australia and
in the United Kingdom. Satisfaction Solutions
is designed to understand your critical customer satisfaction
questions such as:
- How satisfied are your customers overall with your organisation?
- How satisfied are they with the service they receive through
the various channels: i.e. electronically, face-to-face,
financial planners and telephone call centres.
- What drives satisfaction and dissatisfaction?
- Will your customers consider you when purchasing other
financial products?
- Which customers will remain loyal to you?
- Which are most likely to defect?
- How likely are customers to recommend you?
- What are the key drivers of recommendations?
Additionally,
we measure customers’ attitudes towards
a number of key changes and topical issues in the financial
services market. This provides a deeper understanding
of the issues that affect customer’s satisfaction and
attitudes about finances and financial institutions.
This approach is designed to be repeated annually to allow
the accumulation of valuable trend data.
We understand
that every organisation is unique, and therefore we offer
an integrated approach to measuring satisfaction. Therefore,
clients have the opportunity to include tailored questions
to measure their own areas of interest.
If you
would like to receive more information on how this approach
could benefit your organisation, please contact John Reid in
Melbourne on 03 9889 5754 or email john.reid@opinionleaders.com.au or
Sara Dobson in Sydney on 02 9889 5776 or email sara.dobson@opinionleaders.com.au . |
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Ad-Hoc
Research
Some of the Opinion Leaders survey results may highlight new areas of interest
or concern. Should additional research be required, Opinion Leaders can provide
clients with a mix of qualitative and quantitative research services, amongst
opinion leaders and the general public. Large scale fieldwork would be allocated
to third party suppliers, but will still be managed by Opinion Leaders.
Customer Segmentation Analysis
A logical next step following research recommendations may
be the segmentation of a customer base that allows communication
and product offerings to be tailored for individual customers.
Opinion Leaders has access to state-of-the art customer segmentation
tools for predictive behaviour modelling. The tools can either
be purchased for clients’ own use, or managed by our
CRM experts on your behalf.
Financial
Services Consultancy
Results from Opinion Leaders surveys may sometimes
need a more detailed understanding in order to provide effective
remedial or promotional action. Opinion Leaders can assist
this process by providing ongoing or project-based consultancy
services. As well as our own expertise in the financial services
market, we have ready access to experts in other industries. |
