Identifying Critical Service Gaps across Countries
Our client, a major developer of software solutions for the worldwide financial services industry, wanted to better understand consumers' satisfaction with their current software solutions, and their priorities and pain points with regard to banking and insurance matters.
TRC delivered - designing and executing web-based research on a global scale. Our efforts included in-language feedback from consumers in Australia, France, Germany, New Zealand, Singapore, the U.K., and the U.S., and revealed important differences in overall satisfaction levels across countries.
Successful Results Implementation
The study also identified critical gaps in service common across multiple countries (e.g., consumers in the U.K. and Singapore alike saw a need for more knowledgeable bank and insurance company reps), which our client in turn used to streamline and more effectively target messaging to potential new customers.