2014/15 Financial Institution Study

2014/15 Financial Institution Study

$895.00 (AUD)

The 2014/15 Financial Institution Consumer Recommendation & Loyalty Study will contain the following insights:

  • Which marketing channels have the greatest influence on purchasing decisions
  • NPS® by brand
  • NPS across key demographics (age, gender & personal income)
  • Percentage of sales driven primarily by word of mouth
  • Stated loyalty to the current provider graphed against the NPS of each brand
  • Satisfaction mean scores by brand across the following key industry attributes / interactions:
    – Overall Customer Service
    – Overall Value
    – Access to Additional Products
    – Online Services
    – Bank Staff
    – Branch Experience
    – Call Centre Experience
    – Fees & Charges
  • Customer Experience insights including the following:
    – NEW Perceptions of Service Ease
    – The top three ways Promoters describe their customer
    experience
    – The top three emotions Promoters experience when they
    deal with their brands
  • and much, much more

This study analyses the most popular brands within a category that had sample sizes equal to or greater than 100. In addition to an amalgamated analysis of credit unions, the brands included in this study are as follows:

  • ANZ
  • Bankwest
  • Bank of Queensland
  • Bendigo Bank
  • Commonwealth Bank
  • ING Direct
  • National Australia Bank
  • St George
  • Suncorp
  • Westpac Bank
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