Back

Feelings you can bank on

Date of publication: September 15, 2010

Catalogue: Congress 2010: The Changing Face Of Market Research

Companies: HSBC Holdings, BrainJuicer

Authors: Bhavya Shah, Sarajit Mitra, Orlando Wood

Abstract:

This paper reveals an exciting new approach to customer satisfaction tracking, one that takes a proven and intuitive device for measuring emotion and uses it to provide highly actionable, real-time customer feedback for clients. With reference to a pilot study conducted with HSBC, this paper will show how a completely new measurement system for customer satisfaction has uncovered new insights for management and customer-facing staff, and proved to be a great deal more valuable than traditional customer satisfaction research.

Bhavya Shah

Author

This is a long description of some author details.

Sarajit Mitra

Author

This is a long description of some author details.

Orlando Wood

Author

This is a long description of some author details.

This could also be of interest:

Research Papers

The self-service bank

Catalogue: ESOMAR Congress 1986: Anticipation And Decision Making

Author: Wolfgang Hesse

Company: Produkt + Markt GmbH & Co. KG

June 15, 1986

×

Citation

Hesse , W. (1986a, June 15). The self-service bank. ANA - ESOMAR. Retrieved June 23, 2025, from


https://ana.esomar.org/documents/the-self-service-bank


Research Papers

Bank staff

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Author: Roger J. Stubbs

 

February 1, 1985

×

Citation

Stubbs, R. J. (1985a, February 01). Bank staff . ANA - ESOMAR. Retrieved June 23, 2025, from


https://ana.esomar.org/documents/bank-staff-


Research Reports

Consumer reactions towards 'The People's Bank' on behalf of the Provident Clothing & Supplying Co. Ltd.

Catalogue: CRAM/Peter Cooper Archive Collection

Author: CRAM/Peter Cooper Archive

 

August 1, 1976

×

Citation

, C. (1976a, August 01). Consumer reactions towards 'The People's Bank' on behalf of the Provident Clothing & Supplying Co. Ltd.. ANA - ESOMAR. Retrieved June 23, 2025, from


https://ana.esomar.org/documents/consumer-reactions-towards-the-people-s-bank-on-behalf-of-the-provident-clothing-supplying-co-ltd-


  • PDF
Fad and progress in motivation research Authors: Herta Herzog
Methodological considerations regarding marketing research for consumer durable goods Authors: Leif Holbaek-Hanssen
Service after sale and studies of market for business Authors: Archibald Maddock Crossley
Some comments on the use of 3D and strip film Authors: Henry Charles Briant
The "steps-and-parts" model for polling Authors: Stuart Carter Dodd, Chahin Turabian
What are durable and capital goods? Authors: N. H. Pearson
Consumers economic expectations and intentions as revealed by sample surveys Authors: Henry Durant
Economic forecasts with special reference to field studies Authors: Jan van Rees
Market research for petroleum products in the automotive field Authors: D. Leerentveld
Research and decision Authors: H. S. Rich, J. S. Smith
×

Citation

Shah, Mitra and Wood (2010a, September 15). Feelings you can bank on. ANA - ESOMAR. Retrieved June 23, 2025, from


https://ana.esomar.org/documents/consumer-reactions-towards-the-people-s-bank-on-behalf-of-the-provident-clothing-supplying-co-ltd-