Financial Sector Research
Electoral Reform Research has considerable experience in conducting research projects for the financial sector, having undertaken a number of qualitative and quantitative exercises for banks, building societies and insurance providers.
As a business of the Electoral Reform Group, we feel we are in a unique position – known as an independent guarantor of confidentiality, our trusted position encourages full and open responses from customers or members as well as staff.
We are a full service agency providing project design, questionnaire development (online or paper), printing and despatch, questionnaire receipt, processing and analysis & reporting. However we can provide resource for a particular aspect of your project, if preferred.
We offer:-
- New Customer Experience research – When customers make an initial approach and sign up for a new account, credit card or insurance policy, we provide insight into their experiences and investigate their attitudes towards your organisation.
- Transaction Surveys – Our research will help you understand what customers make of the in-branch experience and uncover how easy it has been to conduct their banking via the cash machine or online.
- Performance Measures – by customer type including high value customers.
- Product Research – Customer opinions of financial products offered.
- Lost Customer research – Uncover the reasons for closing an account or moving to your competitor.
- Customer Satisfaction Surveys – To help you understand needs, measure satisfaction and identify priorities for improvement. Enabling you to make those improvements which have greatest impact on customer service and customer loyalty.
- Treating Customers Fairly (TCF) research. This can include
- Employee surveys to monitor staff attitudes and engagement with TCF values. We can report at branch level to provide insight into how well staff are meeting customer service goals and TCF objectives.
- Communications Audits – to determine if your literature is clear and intelligible for customers.
- Customer Experience research – We use accompanied shop techniques to uncover what your customers experience from initial contact with your company, through to purchasing products or account opening and then monitor service levels thereafter, including enquiry and complaint handling.
To have an informal discussion about any of these services, please contact
Cynthia Pinto, Director, Electoral Reform Research
Cynthia.pinto@electoralreform.co.uk
