Marketing Research
Inadequate service quality affects customer loyalty and will quickly erode the institution’s most valuable asset: its brand. Strong brand loyalty will advance retention and cross sell. And retention and cross sell are the most efficient and cost effective means to increase the institution’s profitability.
With each research study, Bancography delivers statistically significant data and industry benchmarks to help the institution understand its customers and competition. Visit the links below to learn more about Bancography’s primary marketing research studies.
Customer Service, Satisfaction and Loyalty
Measuring branch-level service quality is the foundation of all retail and business marketing research.
Mortgage Banking Customer Experience
The Mortgage Banking Customer Experience program will identify what is important to mortgage and home equity borrowers in order to build loyal and profitable relationships.
New Account Customer Experience
A successful new account opening experience is the foundation for the relationship and lays the groundwork for future loyalty and profitability.
Attrition
Bancography’s Attrition Study identifies an institution’s customer retention problems and presents strategies on how to avoid future lapses.
Brand Evaluator
In the highly competitive and increasingly commoditized financial services industry, an institution must differentiate itself from the competition.
Call Center Customer Experience
A successful new account opening experience is the foundation for the relationship and lays the groundwork for future loyalty and profitability.
For the Customer Experience tracking studies, Bancography will build and host your own personalized portal. You may manage your reporting parameters from branch or officer up to the institution overall, and you may filter your data by quarter/year or trended. Your portal will also archive your detailed executive summaries containing industry comparisons and strategic recommendations.
Want more information?
We’re happy to provide project proposals, sample studies and presentations of our methods.