Regular, ongoing studies (typically conducted monthly) to gauge the opinions of consumers about organisations. Likely to be event-based (e.g. those who have recently arranged a new product, obtained a quote or made a claim.)
- Ongoing Service Monitors
BDRC conducts monthly studies on behalf of both leading direct insurance companies and general insurance brokers, to assess the views of those who have recently received a quote, contacted customer services or made a claim. Telephone interviews are used to establish the level of service delivery provided against target levels of ‘excellent service’ identified from initial benchmarking research. A concise reporting format derives monthly data for key measures of performance.
- Annual Market Assessments
Since 1992, BDRC has conducted an annual study of independent retailers to assess their views of the credit/debit card processing services provided by the banks. In a period of significant technological change that has transformed the manner in which these services are provided, this study has provided invaluable feedback to ensure that the service delivery is in accordance with retailers’ changing expectations and needs.
‘BDRC has undertaken a series of studies in key market segments on the potential of the foreign exchange market and the share of that market held by EBS. The BDRC findings are now playing a critical role in shaping the future marketing strategy of EBS.’
Anton Aucamp, Head of Marketing and Corporate Communications, EBS
Anton Aucamp, Head of Marketing and Corporate Communications, EBS
