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In-Branch Consumer Research

Project Name :

In-Branch Consumer Research

Organisation :

A large Bank

Goals

  • Educate users about financial tools offered by the bank, such as investment or savings options, and familiarise them with new products and services.
  • Gamification can also be used to educate users about the bank's products and services in an engaging and enjoyable way.

Our Solution

  • Developed a “gamified research” solution that was entertaining for the customers and at the same time we enhanced in-branch experience and obtained valuable customer behaviour insights.
  • Continuous, efficient collection and processing of in-branch customer insights allows better targeting and quick sales and service response to customer needs, new product launches, and overall marketing effectiveness.
  • Created a fun environment that diverts the attention from the dreadful waiting time. Additionally, branch-level feedback from customers provided a convenient channel for continuous dialogue.
  • Rich, open-ended feedback positively impacts all banking processes and helps prioritise operational initiatives, enhance employee training and motivation, and strengthen achievement of continuous improvement goals.
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