Financial Services

Case Studies

Mystery Shopping
for Retail Bank

Objective

To monitor service standards and product knowledge of retail staff

What we did

Conducted quarterly mystery shopping from 30-150 branches in Malaysia.

How we helped our client

We were able to assess whether the company’s customer service standards were met across various branches.

Concept Testing
for Communication Technology Software Company

Objective

To understand the prospects of digital payment technology in India, as well as concept testing for marketing campaigns

What we did

6 focus groups in 2 Mumbai and Bangalore, with small business owners and opinion leaders.

How we helped

We helped the client to understand the digital payment landscape in India and their concerns towards current services provided, as well as ways to improve the services provided in the industry. The client was able to understand what was needed to be portrayed in the advertising messages for it to be successful in India.

Attitudes Research
for Investment and Wealth Management Company

Objective

To understand Chinese investors’ attitudes and sentiments towards investment and wealth management

What we did

450 thirty-minute quantitative interviews across 4 cities in China (Beijing, Shanghai, Guangzhou and Hangzhou) were conducted face-to-face with the use of show cards to facilitate the interviewing process.

How we helped

We interviewed potential investors from the emerging affluent and affluent income level to understand investors’ goals, preception of risk, wealth management, third-party financial advisions, and offshore diversification. Data was inputted into our script and we prepared a report using our datafile, which analyzed the findings for our client.

Concept Testing
& Brand Image Study for Credit Card Company

Objective

Advertising concept testing and brand image study for client’s brand

What we did

4 focus groups with affluent and mass market potential users of the brand, and current users of the brand. 3 in-depth interviews with merchants who currently accept credit cards as a mode of payment in India.

How we helped

Through the focus groups and in-depth interviews, we were able to understand the client’s brand image as well as potential for users to adopt their brand. The client was able to understand what was needed to be portrayed in the advertising messages for it to be successful in India.

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