- Research Intent: Our client was a large Canadian Commercial Bank, working with the top 5 banks and tier 1 financial service providers. They were experiencing low customer retention rates and needed to understand why this was the case. In addition, they wanted to establish metrics for client satisfaction and track the performance of their relationship managers.
- Integrated Design: BenchStrength developed a proprietary survey (qualitative and quantitative) for key clients.
- Insights highlighted the need for continuous client dialogue and identified key touch points to support further business development and retention.
- Actionable Insights: A protocol for pro-actively engaging clients was recommended, highlighting key touch points for client contact and follow up. KPI’s were developed for measuring performance with the creation of an internal survey for performance management. Retention rates significantly improved.
