Customer Communications Survey
Situation
- As financial markets began to nosedive and concerns about financial institutions grew in Q4 2008, the role of customer communications became of paramount importance. A regional bank wanted to conduct a survey to assess the impact of its customer outreach efforts.
Solution
- A quick turnaround telephone survey of 400 customers was conducted in November. Customers were asked about their financial priorities and concerns, their recent interactions and communications with the bank, and their confidence in the bank.
Results
- The study’s findings revealed that the bank’s communications had a positive impact on customer perceptions of the bank and their likelihood to maintain their assets with the bank.
