Banking Sector
Customer Satisfaction Survey Banking Sector
The client, a commercial bank in Ghana, wanted to assess the rate of satisfaction across its three customer segments as well as identify and evaluate the drivers of customer satisfaction of its personnel, products, technology and processes. In addition, the client wanted to evaluate the net promoter score of the bank, that is, customer’s likelihood to recommend the bank to other people as well as identify their primary competitors within the banking industry in Ghana.
3000
Customers in All Bank branches across Ghana
SAMPLE SIZE
Our Solution
This was primary research and we used Computer Assisted Telephone Interviews (CATI) and social listening tools to gather data for analysis. In our analysis, we highlighted the following key results:
- Net Promoter Score (NPS)
- Brand perception using a Brand Perception Index
- Top 5 competitors of the bank
- Level of awareness and usage of the bank’s products
- The digital presence of the bank
A comparative report based on the same metrics (in terms of sampling size and sampling conditions) was developed a year later to evaluate the bank’s performance over time.
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Specialist in market and social research, supporting businesses and institutions to make evidenced based decisions across West Africa