Customer Satisfaction Survey - Case Study

Client: Large Credit Union.

Topic: Satisfaction with banking services, usage of different products and services, and identification of consumer demographics.

Survey Methodology: Combined Online and Telephone Survey.

Services: Customer Satisfaction Survey.

Specifications: A large credit union desired a full-scale evaluation of its customer and potential customer base to better understand the key drivers of satisfaction and usage of different products and services.

Survey Method Used: Web surveys combined with telephone surveys of different regions with appropriate sample pulls and RDD sampling for the phone survey component.

Approach and Research: Amplitude Research custom-designed a study approach, sampling plan, and telephone survey script for use among consumers residing in multiple regions to better understand the importance of different attributes overall, satisfaction with different attributes of the current customer relationship, use of different services, and demographics. Qualified respondents were decision-makers for their household financial accounts, and were asked which financial institutions they used, including the client organization. This allowed comparisons between the client organization and key competitors in the marketplace. Amplitude Research provided full data analysis and report writing including comparisons of the telephone and web survey data and weighting by demographic variables.

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