Financial Services

Independent service quality survey results

Independent service quality survey results

Why Mystery Shopping is a key element of the research toolkit to assess customer interactions and drive improvements.

Independent service quality survey results

Independent service quality survey results

Understanding the health of your relationship with customers is vital to sustain, broaden, and deepen customer relationships. For brands in the financial services sector, Consumer Duty only adds to this commercial impetus to treat customers fairly - the regulatory imperative has moved from adhering to rules to being guided by the core principle of acting to deliver good outcomes for retail customers.

The prevalence of Mobile Wallets has risen exponentially over the last two years, stemming from the rapid growth of smart-phones, technological advancements in payment acceptance, government initiatives to support a more cashless society and consumer desire for convenience and speed.

New research from Fair4All Finance, conducted by Ipsos, finds people from minority ethnic groups experience discrimination and multiple barriers to accessing financial services in the UK.

Recent research conducted by Ipsos across numerous categories brought to light the importance of Expectations, Context, and Empathy in driving brand choice.