Quantitative Customer Satisfaction Assessment

ORI helped a financial services firm expand its market share by better understanding customers’ experiences, needs, and expectations.

Engaging prospective account-holders on a variety of topics – not just dollars and cents – yields a more nuanced picture of how consumers perceive financial institutions. ORI deployed a variety of tools to profile customers’ banking relationships: online surveys to collect quantitative data, social media tools to explore perceptions and affinities. We identified a significant “at risk” customer segment, described their attitudes and motivations, and enabled our client to quickly address their concerns and retain their business.