Annual brand tracking
study (2015-2017) to gather feedback from both our
clients business customers
& competitors
on their experience
of using company credit & charge cards. The main aim of the research was to
collect and
track key metrics
namely NPS, overall satisfaction, VFM and likelihood to continue using. Research
was among clients own customers, free-found client customers (for NPS
benchmarking) and also competitors customers.
A tracking study comprising circa 1,000 telephone interviews of 20-minute duration. Sample was from 3 sources: namely our client, a reputable sample provider and also Charterhouse Research’s own Business Banking Survey. Stringent quotas were imposed by both provider and turnover bands. The survey comprised two component: SMEs (turnover £50k-£6.5m) and mid corporates (turnover £6.5m-£25m). Respondents were senior level individuals responsible for making the decisions in their company regarding their company cards.
Year on year key metrics enabling our client to adopt a more focused approach to their customer service offering. The research pinpointed both the positives and negatives of a selection of service elements and where to focus attention for the most impactful improvements
