$813.64 (AUD)
2014/15 Financial Institution Study
$813.64 (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