Client: An Indian public sector bank.
Challenge/Business Requirement
- Gain a deeper understanding of evolving customer preferences for banking services across diverse end-user segments.
- Gather actionable insights to inform customer relationship management strategies and policy guidelines.
Scope of Work
- Conducted an extensive survey involving over 50,000 consumer interviews.
- Analyzed customer preferences for banking services across different age groups, regions, and occupations.
- Identified key trends and patterns in customer behavior and expectations.
- Developed actionable insights and recommendations based on the survey findings.
Conclusion
TechSci Research's comprehensive customer satisfaction, feedback, and behavioral survey provided the client with valuable insights into the evolving preferences of their diverse customer base. The segmentation analysis based on age, region, and occupation enabled the client to tailor their services and strategies to meet the specific needs of different customer segments. The impactful results of the study served as a foundation for establishing guiding principles, enhancing customer relationship management strategies, and shaping policy guidelines, ultimately leading to improved customer satisfaction and loyalty.