Especially in public administration, citizen proximity is crucial. Our Customer Experience studies demonstrate that the quality of digital processes significantly impacts satisfaction.
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Finance & Insurance
Insights into Service Worlds
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Changes at all levels
Digital technologies, AI, regulation, and new competitors are transforming the markets for financial and insurance offerings. Today, customers expect simple, secure, and personalized solutions. At the same time, factors such as trust, ethics, and sustainability are increasingly gaining attention from banks and insurers.
Product + Market Research
Our range spans from Customer Experience Research, financial typologies, and communication research to strategic pricing research for sophisticated financial products.
Your Advantage: Rely on decades of experience and innovative research methods.
Typical Questions
How can I systematically involve my customers in decision-making processes?
The article illustrates, using the example of AOK Baden-Württemberg, how direct exchange facilitates better decision-making. Strategically anchored and operationally applicable.
Learn moreHow does genuine customer loyalty develop instead of interchangeable satisfaction?
The article reveals which factors trigger enthusiasm. A data-driven look at brand loyalty in the service industry.
Learn moreHow do brand stories provide deeper insights than traditional image scales?
The article demonstrates how storytelling uncovers hidden brand images. Participants become active narrators.
Learn moreHow do I measure and design a truly human-centered customer experience?
The article shows how research goes beyond mere metrics. The perspective of customers is consistently adopted.
Learn more3 Reasons Why Customers Become Brand Fans
Hand on heart: Are you truly excited about your car insurance? Recent data shows that one in three Germans answers this with yes. In the service industry, these insurance providers are exactly on average. So why do banks succeed even more in thrilling their customers?
Brand Stories - Participants as Storytellers
A company in the B2C services sector wanted to gain a better understanding of how its brand is perceived. The brand was considered "modern," "approachable," "reliable." Generic terms that provide no direction. We had the participants tell stories and gained deep, surprising insights.
Measuring Customer Preferences with the Right Methods
What characteristics make a financial product successful? Which insurance benefits are indispensable for the target group? And how do you develop a rate that works? MaxDiff analysis, conjoint analysis, product configurators, TURF, and Likert scales provide answers.