ABOUT THE CLIENT
Client is a multinational bank (part of a British financial services conglomerate).
Geography: India (20 cities – metro, Tier 1, Tier 2)
APPROACH
Quantitative
F2F surveys
Sample Size - 500
Sample Size - 500
Duration: 75 days
PROBLEM STATEMENT
Assess HNI customers' banking experiences.
Identify most liked features, products, and services.
Understand pain points and dissatisfaction.
Compare the bank's offerings with competitor banks.
OUR SOLUTIONS
Quantitative F2F surveys.
500 HNI customers across 20 cities.
Profile: minimum ₹5Cr current deposit and ₹15Cr+ total financial assets or ₹5Cr invested in past 12 months.
75-day timeline.
Deliverables: HNI experience report, competitive comparison, feature prioritisation, service enhancement recommendations.
KEY TAKEAWAYS
Insights into HNI customer experiences and pain points.
Most liked features and services.
Comparative analysis with competitor banks.
3 high-priority features identified.
OUTCOME
12% increase in HNI retention through targeted service enhancements.
15% uplift in customer satisfaction scores.
8% additional market share in HNI segment.
Impact: 12% HNI retention increase; 15% CSAT uplift; 8% additional HNI market share; 500 respondents; 75 days; 20 cities.
