BANK CUSTOMER SERVICE
Survey Date: November 2004 - Results Available: December 2004
Overview - In order to help banks provide the customer service their customers need and expect, this study will be an in-depth analysis of questions such as: What is considered good customer service? Do expectations differ between branch interactions and telephone? Where have consumers received good/bad customer service? Which channels do they prefer for customer service and when/why? What is the proper role of self-directed online services? How do customer perceptions of banks compare to other specific best practices consumer companies or industries (to be identified, but for example Amazon, Land's End, or Dell)?
Approach/Methodology - Online interviewing techniques will be utilized to gather both qualitative and quantitative information. Conjoint or multiple regressions may be utilized after specific research goals are established with Research Forum members. Cluster analysis will be utilized to better understand how consumers “group together” based on their preferences.
Cost - The cost for the basic study is $10,000, plus any travel expenses related to presenting the findings at your site.
|
|
|
 |
|
1400 Marketplace Blvd, Suite 226, Cumming GA 30041 voice 404-735-4443 fax 770-886-9760 
