Studies to assess awareness and propensity to use ‘remote’ channels of financial services, including ATMs, telephone and the Internet. The use of qualitative techniques allows the exploration of ways in which non-users’ concerns/behaviours might be addressed.

Remote Banking
Several studies have been conducted to explore reactions to the provision of banking services through different media, including ATMs, telephone, SMS text messages and the Internet.

On-line Insurance Services
We have worked with a leading general insurance provider to assess the reactions of those who have used the website to obtain a quotation, to ensure that the levels of service delivery and customer satisfaction are consistent with those provided by the organisation’s telephone-based service.

Current Account Channel Usage
Since 1997 we have conducted regular large-scale quantitative studies on behalf of a leading UK bank to assess the different channels which consumers use to manage their accounts, and to identify which type of transactions are conducted through particular channels. The research has shown that most consumers have a ‘channel repertoire’, using particular media for specific types of account transactions/activities.