Banking and financial services research
Customer, product and brand research for banks, SACCOs, insurers and fintechs operating in cash-and-mobile economies, including customer satisfaction (CSAT) and Net Promoter Score measurement.
Commissioned by: Retail and SME banking teams, SACCOs, insurers, mobile money and lending platforms.
Questions we answer
- ?Why do customers hold an account with us but transact elsewhere?
- ?What drives switching, and what would hold a customer through a rate change?
- ?How is a new product understood before it launches, and what breaks trust?
- ?Where is the unbanked and underbanked opportunity by region and income band?
- ?How does our brand stand against the field on trust, not just awareness?
- ?What is our customer satisfaction score, and which parts of the service move it?
- ?Who are our detractors, and what would turn them?
What we measure
- ·Product usage, channel mix and share of wallet
- ·Switching drivers, barriers and trigger events
- ·Concept and pricing tests before launch
- ·Brand health: awareness, consideration, trust and advocacy
- ·Customer satisfaction (CSAT), Net Promoter Score (NPS) and a tracked satisfaction index
- ·Service quality by branch, channel and segment, including lapsed and withdrawn members
- ·Financial inclusion mapping by region and income
How we field it
Modes are chosen by what the question needs, not by what is cheapest. Read the method.
What you receive
Segment-level product and channel findings with a tracked brand-health baseline you can re-run each period.
With the dataset, the cross-tabulations and the method statement. The data is yours outright.
Where we field
54 African markets, to ward level where the administrative geography allows it. Kenya is mapped to all 47 counties, 290 constituencies and 1,450 wards.
Start with a scoping call.
Thirty minutes to fix what the study has to answer, the markets it covers and what it will cost. Nothing goes to field before you sign off the design.
Request a scoping call