Financial Services

What:  Client Satisfaction Research

Who:  One of the nation's largest credit card processors serving bank and private-label card issuers in North America, Europe, and Japan including Bank of America, Capitol One, and Providian Financial.

What Did They Want to Know?:  Strength of their overall relationship with clients.

Custom Research Design:  M³ (MultiMode Methodology); Clients first invited to participate online, then given the options of responding via phone or fax.  Our signature M³ method yielded an 80%+ response rate!

Key Findings:  Three major areas of strength, two major operational improvements, Overall satisfaction by line of business, breakdown by individual accounts (where confidentiality waived by client).

ROI:  Determined key areas for improvements and competitive strength, identified accounts that needed immediate attention, highlighted a set of accounts as Ambassadors.