ath Power Reports™
Since 1997, ath Power has conducted hundreds of thousands of audits and surveys on the customer experience of North America's financial services organizations. From that field work, we have developed a strong acumen of what works and where the gaps are in the industry, thus establishing a set of customer experience norms. Using that foundation of knowledge in tandem with our ongoing research, we are able to measure consumer behavior and deliver comprehensive reports on key areas within the financial service marketplace. These reports reveal timely, detailed findings on how banks have been performing in those key areas, and they provide the strategic insight needed to make the most informed decisions necessary to achieve your business goals.
The ath Power Small Business Banking Study™
The ath Power Small Business Banking Study™ is a one-of-a-kind detailed assessment of the sales and service processes, product and service offerings, delivery methods and customer experiences of the nation's premier institutions within the Small Business banking target market. Each year, ath Power conducts extensive audits on the Small Business Banking efforts at banks across the United States to determine how they are performing within this crucial market segment and what needs to be done to deliver the customer experiences that will ultimately increase acquisition, improve retention and drive revenue. Findings are segmented by Bank, Region and Small Business Revenue Size. A comparative view of previous studies is also presented to trend consumer behavior year-to-year.
In this report, you will:
Discover what Small Business customers expect from their banking relationship and which banks are scoring the highest/lowest in each area of customer experience;
Find out what gaps in the service experience would deter a potential customer from bringing their business to a bank;
Learn how individual banks are performing within the competitive landscape of small business banking compared to previous years;
Obtain valuable information to use to target strategic sales and service initiatives to grow your Small Business Banking revenue, improve retention rates and increase profitability; and
Gain the strategic insight needed to achieve a dominant position in the highly profitable Small Business Banking market.
The ath Power Mobile Banking Study™
The ath Power Mobile Banking Study™ is conducted annually to understand the wants, needs and customer experience environment associated with mobile banking as well as to understand how banking institutions can increase overall usage and adoption of their mobile offerings. Through a combination of survey research and actual usage audits of mobile applications, this study examines the utilization of multiple banking channels to understand what tools and features mobile will need to become the optimal choice for all banking activities. This report also unveils important differences across customer segments relative to choice of bank, customer loyalty and usage patterns, and reveals the key drivers and enablers for those user segments.
Through this report, discover:
How to improve adoption & usage of mobile banking offering;
What is missing from current offerings but sought by consumers and small business owners;
What consumers are willing to pay for today's basic mobile offering;
How banks can leverage mobile banking for greater customer loyalty and retention;
Easy ways in which banks can improve service to mobile banking users;
Alternative models to enable banks to gain revenue through 'mobile' while not upsetting their customers; and
Why small business owners should be targeted for mobile banking during the 'onboarding' process.
The ath Power Ideal Banking Study™
The ath power Ideal Banking Study™ was formulated to determine what elements make up the "ideal banking experience" for consumers, and to uncover the impediments of producing such an experience. In this annual study, retail banking consumers from across the nation responded to ath Power's online survey, and through this evaluation, consumers assessed their current primary bank on an array of dimensions, including customer service, product offerings, loyalty programs, cross-sell attempts and problem resolution dynamics. They also provided information regarding their banking behaviors such as frequency of branch visits and online banking usage. This report provides accurate competitive intelligence on the current consumer banking market and reveals the most important elements in banking relationships today. It also offers actionable insight on how financial institutions can take advantage of their current market differentiation, as well as identify additional areas of focus to consider.
In this report, you will:
Find out which factors are the most important to consumers when choosing a banking relationship;
Discover the most sought after sales and service processes, product and service offerings, delivery mediums and customer experiences as revealed by today's banking customers;
Discover what defining elements of a high-level customer experience are still missing at most banking institutions;
Learn how some individual banks are performing within the competitive landscape of retail banking compared to previous years; and
Gain the strategic insight needed to attract more customers, retain existing customers, and develop long-term, profitable retail banking relationships.
ath Power Custom Research
If you are interested in obtaining a customized competitive analysis for your own institution, please contact Michael McEvoy by phone or email:+1.978.474.6464 Ext. 117 firstname.lastname@example.org