Financial Sector Research
Customer satisfaction
Customer research is an essential part of your business success, as it enables you to see your company from your customers’ point of view. Our approach will capture the perceptions and experiences of current customers, while at the same time identifying the key drivers of customer loyalty and retention.
Client Example
Life Office - service quality
A survey carried out for a major life office examining the quality of service received by FAs placing business with them. The main objectives were to:
- Establish expectations for key service measures
- Measure the performance of the client company against these expectations
- Measure differences in service expectations between users and non-users of the client company
- Identify the key drivers of satisfaction
Telephone research was conducted with FAs to assess the service they received in terms of accuracy and timeliness for a range of servicing issues. They were then asked to cite the standards they would find acceptable. The client used the results to identify where their service was perceived to be particularly weak, and to put in place an action plan to address these areas.
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