Customer satisfaction

Recent project: INTERNATIONAL CUSTOMER-SURVEY WITH REGARD TO COSTUMER SATISFACTION AND LOYALITY OF ALL SEGMENTS (B2C AND B2B) FOR AN INTERNATIONAL ACTING FINANCIAL SERVICE PROVIDER. Based on the results it was possible to provide recommendations regarding strategic arrangements and furthermore to understand the requirements of operative optimizations concerning organization, marketing and sales. Special service standard analysis showed the company the need of optimization of service levels e.g. for inbound accessibility and the opportunities for reducing over-performance in diverse services. Due to the differentiation of needs for specific target groups it was possible to optimize implementations with regard to One- to- One Marketing. Once a year we are having 3.000 respondents thus it is possible to evaluate regular costumer loyalty implementations. Mystery-Shopping accompanied transformation of arrangements and is showing in an objective way the success of the implementation of quality standards.

Development of offline/online consultant tools

Recent project: DEVELOPMENT OF OFFLINE/ONLINE CONSULTING TOOLS FOR AN INTERNATIONAL ACTING FINANCIAL SERVICE PROVIDER. The consulting tools take psychological requirements of costumers like the disposition of risk, liquidity, consulting support and profitability into consideration. The online- and offline-based tools support the Image of a consulting competence and individuality and support the structuring of the consultant process as well as the implementation of quality standards and distribution guidelines.

Market segmentation and target group analysis

Recent project: MARKET SEGMENTATION TO OPTIMIZE ONE- TO - ONE MARKETING STRATEGIES FOR AN INTERNATIONAL ACTING FINANCIAL SERVICE PROVIDER. Our market segmentation identified potential target groups in the finance market (B2C and B2B). Results are based on representative qualitative and cluster analytical methods. These segments include psychological processes of expectations and decisions. Furthermore it includes lifecycle information and product preferences to match products to the demands of the segments and communicate them in the appropriate way. With regard to Data-Mining-operation it was possible to include segment information into CRM- systems thus it is possible to communicate with the potential customer and contact in an individual way and target marketing activities to individual costumer types.

Product development

Recent project: Based on qualitative methods and quantitative methods (Conjoint) the acceptance of new products and services (e.g. costumer magazines, online banking) were evaluated for different financial service providers. Specific methods to estimate price acceptance gave the opportunity to determine the monetary benefit of each product detail and to develop an optimal product. Furthermore the fit between product and image of the company was evaluated in order to ensure, that the offer was estimated as authentic. Trustfulness of the provider and product is a central decision point for the success of the product.

Website-Tests to optimize the website usability and the website content

Recent project: Based on a standardized quantitative website test sitecockpit® which is a scientifically developed and validated instrument to measure the quality of websites financial sites are continuously evaluated. So far more than 4.000 users have been interviewed and 80 websites have been tested. Therefore there is a large number of benchmarks, to which own results can be compared. Users are invited to evaluate websites during standardized scenarios and afterwards judge the quality of the website with approx. 60 items, which can be grouped to dimensions such as "design", "content", or "usability". Furthermore detailed evaluations of the usability of web-services, based on qualitative methods, were carried out. Users were interviewed in a test studio or at home while they were using websites or specific services. The user's comments (thinking out aloud during usage) as well as their actions on the computer (capture of screens and mouse movements) were recorded for an in-depth analysis of usability traps. Entire websites, online calculation and contract services, and avatar help systems have previously been investigated with this method.