Financial Research services
With the market for financial services becoming more competitive and more fragmented, the consumer or business purchaser is regularly bombarded with messages trying to attract their attention. The emphasis now of the FSA regulations means that even more importance is now placed on "putting the customer first" and being able to demonstrate transparency in all dealings to create an environment of mutual trust.
In order to achieve all of this, any organisation must understand who their customers are, what they feel about the service and products offered, how they expect to be approached and serviced and how the brand creates a persona for them and the organisation. Any agency that conducts your market research project needs to have been there and succeeded before
Maven Research has conducted numerous market research studies in the financial services sector, working for banks, building societies, property agents, insurance brokers and virtually every other type of financial institution you can think of.
Maven Research is an expert in providing research-based insights and consultation to a wide range of financial services companies. If your business is insurance, banking, credit unions, credit cards - consumer or business use, brokerage, asset management or stocks, our financial services specialists offer experience-based sector expertise and an in-depth understanding of the issues that drive your business.
Our financial research gives you an understanding of how your customers or employees are viewing the service delivered by the company or brand. We provide a wide range of targeted market research programme, with an emphasis on business-to-business and consumer research work.
We look at the way people buy products and services from life insurance to pet insurance. What influences their choice of company or brand and how they decide between the different products on offer? We examine the important relationship between the customer and the service provider; we explore levels of customer satisfaction with their channel of contact and the product features, and with the "moment of truth" - be it a motor claim or a request of more information. We find out what cause problems for your customers and front line staff trying to deliver to these customers, what causes frustration that affects their loyalty to you and what make a customer become an advocate for your company or brand.
Through qualitative measures we can assess the effectiveness of advertising, loyalty offers and product features. Is the new motor insurance loyalty offer really going to attract the customers that are holding these products?
We understand that the satisfaction of your employees can directly influence the service they deliver to your customers and we encourage our customers to ask the question "what can we do to support you in your delivery to the customers"
We also measure the contact experience for the customers that experience the call centres or the online servicing channels of your organisation. What is the impact of a non contact customers calling your service centre for the first time - does this add value or create a poor experience due to lengthy waits to get through and then limited supply of information.
We also create, through a mixture of qualitative and quantitative measures, bespoke brand indexes that look at customer perceptions of your brand values and the impact of the service delivery upon the brand.
Data collection in a flexible and innovation manner
We understand the needs of the business to business research market and the pressures on respondents in this sector. As such we spend a lot of time on the design of the programme to meet the data collection needs of your customers and employees. From face to face interviews with senior executives conducted personally by our senior managers to larger telephone surveys to track call centre performance – we can design a programme to suit all collection and budget requirements. Maven Research has a proven track record at accessing the most difficult respondents throughout the financial services industry and providing strategic advice to financial services companies.
Providing cost effective research insights
We also encourage our executives to become sector experts, for instance in corporate governance, professional or corporate financial services, or investor relations. This is in addition to their sound research background and skills portfolio. One of our values is to become part of an extended team that complements your business - and we are proud to
All our staff takes an active interest in the financial services market and work with a number of clients in the sector. The in-depth knowledge that they learn whilst working with our clients helps them to add value through insight presentations and suggestions. Our experienced team has worked in nearly every sector of the financial market including International Banking, Insurance, Retail banking, IFA’s, Internal Finance departments, vehicle financing and retail financing.
Who are our clients?
Our client list over the past few years includes Lloyds TSB W&IB and Corporate, Tesco Personal Finance, NFU Mutual, Barclaycard, American Express, Cripps Porfolio
"We have been working in partnership with Maven Research since 2001. This research has provided us with a valuable insight into how our employees feel about working within the organization. The subsequent action planning has enabled us to make significant progress in improving our overall employee satisfaction and we recently expanded the scope
of the research to include all parts of our business,
including our international offices."
David Littlechild
Providing cost effective research insights
Wholesale & International Banking
Lloyds TSB Bank plc
Finance - The Team
Should you require any further information relating to the work that Maven Research carries out in the Financial Sector then please feel free to contact any one of the team:
Kathryn Courtenay-Evans - Sector Head
Barry McKeich
Jeremy Palmer
Diksha Patel
case studies
