measuring provider standings across a range of key banking … · 2018. 10. 15. · measuring...
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Measuring provider standings across a range of key banking touchpoints
T: 0207 400 1016 / 07966 454958E: [email protected]
Benefit from:
• Full visibility of Net Promoter Scores (NPS) and Customer Ease benchmarks at transactional level, as well as an overall Relational Net Promoter Scores (RNPS) for c.65 FS providers
• Anytime access to a bespoke results portal with full reports, verbatim files, voxpop video clips to capture customer sentiment, and tools to create bespoke decks
• Trend data since 2014 on most Moments of Truth• Prioritised interviews for naturally low incidence
touchpoints (e.g. closing a mortgage and reporting a bereavement)
• Client input to questionnaire content twice a year
This unique feedback programme offers fully transparent, branded NPS benchmarks on 20+ key Moments of Truth recently experienced by FS customers, from generally high incidence tasks (e.g. using online banking or a mobile banking app), to more niche experiences (e.g. applying for a mortgage).
Detailed coverage:
• Quarterly surveying of 7,500 consumers (30,000 interviews per year)
• Respondents have had at least one qualifying experience(s) in the last 3 months
• Inclusion of a series of questions specifically related to each touchpoint (e.g. channel of contact or account opening) to investigate the drivers of NPS and Customer Ease
• Measurement of the average balances held in personal current accounts and savings accounts / ISAs
• Insights around the experiences for those with a disability or impairment
Details of the 22 current MOT touchpoints or the survey questionnaire content is available upon request
6 months prior notice required of withdrawal from syndicate.
2018
Subscription:
A wide range of access and pricing options are available, please contact us for details.
Includes:• Access to client results portal, updated quarterly• Quarterly full report and one-page key findings infographic• Bi-annual presentations (at your offices/subscriber workshops)• On demand access to BDRC’s project team
Tailor your subscription:• Supply a sample of your own customers to boost brand presence across benchmarks (price on request; linked to
volume of interviews required)• Confidential questions available on a first come first served basis, space permitting• Additional on-site tailored presentations
T: 0207 400 0398E: [email protected]
Moments of TruthNPS Benchmarking