A financial services provider had developed a new sales and service concept and wanted to check how it was perceived by its customers.
We suggested an integrated customer-consultant survey, developed the survey instruments and administered them online for both populations. With the analysis we focused on finding out with which aspects of the new concept the customers and consultants of the financial service provider could identify with and which ones were problematic.
The analysis clearly pinpointed which parts of the concept were seen as advantageous by both customers and consultants and where adjustments were needed. Based on the findings, the financial service provider was able to strategically rework the concept and use internal coaching and training to increase market relevance of its sales and service approach.