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.