Annual brand tracking
study (2015-2017) to gather feedback from both our
clients business customers
on their experience
of using company credit & charge cards. The main aim of the research was to
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