In the banking, financial services, and insurance sectors, change is constant. Customers have greater expectations and substantially less loyalty, products are increasingly more complex, delivery channels are constantly evolving, the regulatory framework is stringent and competitive pressures are amplified. Financial service providers must navigate these hurdles while ensuring that their products capture consumer consciousness and improve business advancement.

This dynamic and mutating environment demands in-depth knowledge of consumer insights and the effective translation of these insights into fruitful action. A clear understanding of emerging trends in technology and the effect of consumer attitudes on the adoption of new products and services is equally essential. Here, at Kantar IMRB, we work to deliver just that.

We partner with banks, AMCs, credit card companies, NBFCs, insurance companies, MFIs and other financial service providers to deliver a range of customized research solutions that are comprehensive and brand-integrated, and combine deep industry expertise and experience with proprietary quantitative and qualitative tools in order to optimise the customer experience and deliver business growth.

Kantar IMRB also has a specialized unit, ‘Asset’, which caters exclusively to the specialized research needs of the banking, financial services, and insurance sectors. Asset provides wide-ranging research solutions to a host of leading Indian and multinational companies in these sectors. It has conducted extensive research on a wide range of financial products across different studies and assignments in banking, insurance, mutual funds, credit cards, and loans.

Our Expertise:

• Retail Banking
• Small Business Banking
• Corporate Banking
• Credit Cards
• Consumer Loans
• Investments
• Life Insurance
• General Insurance
• Microfinance
• Remittances

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  Insurance India

  A pan-India customer satisfaction study in the life insurance segment

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  Health Pulse

  A syndicated Customer Satisfaction and Loyalty study in the Health Insurance sector.

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Data-Driven Customer Insights

• Customer Needs and Expectations from the Category - Gauge and analyze customer needs and expectations from different product categories
• Usage and Attitude - Measure and analyze consumer attitudes and usage behaviors for specific brands and categories.
• Purchase Triggers and Barriers - Observe and review purchase triggers and barriers for both consumers and products
• Understanding the Decision Making Process - Observe and comprehend the consumer’s decision making process
• Understanding Customer Behavior - Analyze and review customer behavior patterns such as churn, stickiness, flirting with products and brands, etc.
• Customer Connect Program - Develop and execute programs that focus on relationship development and communication connect with the customer

Segmentation Mapping and Measuring Customer Segments

A completely new approach to segmentation using an Kantar IMRB proprietary model that takes into account price awareness and motivation to define discriminating segments by their need states and consumer typologies.

Key Clients

• Aditya Birla Financial Services
• American Express
• Axis Bank
• Axis Mutual Fund

Understand the Customer Preferences
Trade Off in the consumer choice of product propositions

Understanding the Customer Price Preferences

Product Concept Testing

Mapping the Customer Experience

• CRA (Customer Relationship Assessment Study)
• CTA (Customer Transaction Assessment Studies)
• LCA (Lapsed Customer Assessment Study)
• Mystery Audits

Assessing and Monitoring the Brand Strength

• Brand Perception - Measuring brand perception and satisfaction
• Brand Track - Measuring brand health in a competitive context among intenders and users
• Developing Brand Positioning Cues - Decoding brand perceptions, brand propositions, emotional connect and communication with the brand and logo
• Communication evaluation - Concept, Adtest

Digital Research Solutions
On the web

• Plan your presence / Visibility
• Track ‘Share of Voice’ (SOV) over a time period
• Understand consumers’ Path-to-Purchase
• Track Behavioral Cues

On the Mobile platform

• The role of ‘mobile’ in the value chain
• Audience Analysis
• Feature Comparisons between Competitors’ Apps

In Social Media

• Measure ROI with end-to-end analytics software solutions
• Connect with Influencers connected to your and competitors’ brands
• Product and Service Attribute Feedback
• Campaign Evaluation

Mapping the Channel Partners’ Perspective

• Undertake diagnostic studies to understand the needs and expectations of Banking Partners
• Bank Channel Satisfaction Study

Mapping the Internal Customer Experience - Employee Satisfaction Study