ABOUT THE CLIENT
Client is a Multinational bank, part of a British financial services conglomerate
APPROACH
Quantitative research
Sample Size - 500
PROBLEM STATEMENT
Assess HNI customers' banking experiences with the multinational bank.
Identify the most liked features, products, and services offered by the bank.
Understand customer pain points and dissatisfaction with banking services.
Compare the bank’s offerings with competitor banks on similar experiences.
OUR SOLUTIONS
Quantitative research through face-to-face interviews (surveys).
Sample size: 500 HNI customers across 20 cities (Metro, Tier 1 & Tier 2).
Profile criteria: Minimum current deposit of ₹5CR in their active account and Investment in financial assets (Mutual Funds, Stocks, Bonds, AIF, etc.) exceeding ₹15CR total or ₹5CR in the past 12 months.
Timeline: 75 days.
KEY TAKEAWAYS
Gained insights into HNI customer experiences with the bank.
Identified the most liked features, products, and services.
Highlighted pain points and areas of dissatisfaction with the bank.
Provided comparative analysis of experiences with other banks.
OUTCOME
Increased HNI retention by 12% through targeted service enhancements.
Identified 3 high-priority features, leading to a 15% uplift in customer satisfaction scores.
Enabled the client to capture 8% additional market share in the HNI segment.