Case Study

Gathering Financial Insights from Multicultural Tracking Study

Issue:

Fortune 100 financial services provider required time sensitive market intelligence including:

  • Consumer awareness;
  • Usage of various financial services; and
  • Satisfaction with primary financial institutions in 30 U.S. regions.

Approach:

Conducted seven-year tracking study of 210,000 telephone interviews (30,000 per year) with in-language interviewing options, including:

  • Cantonese
  • Mandarin
  • English
  • Spanish
  • Korean
  • Vietnamese

      Results:

      High client satisfaction due to:

      • Report of top and under-performers in 30 markets and
      • Employee empowerment in all 30 field offices to launch the proposed change initiatives.