Resources Library by ANA

Global customer satisfaction monitoring

This paper reviews some of the key issues facing organisations that monitor customer satisfaction on a global basis.In particular, it investigates the banking sector and draws on the experience of global financial institutions in terms of designing a...

Catalogue: ESOMAR Conference on Financial Services 2005

Author: Alison Blair

February 1, 2005

Live without fear

The paper is a case study of the ABN-AMRO Freedom credit card, born of a journey of understanding the consumer using a multi-pronged and iterative process.The research exercise involved studying the cultural context of saving and finance;...

Catalogue: ESOMAR Conference on Financial Services 2005

Authors: Sangeeta Gupta, Vasantha Kumar, Madhumita Chakraborty

Company: Nielsen

February 1, 2005

Trading places

Using findings from a continuous survey amongst UK Internet bank customers and additional primary research conducted in December 2004, this paper aims to provide a unique insight into Internet banking in the United Kingdom.The paper reveals...

Catalogue: ESOMAR Conference on Financial Services 2005

Author: Quentin Ashby

February 1, 2005

Playing to the end game

Marketing in India, with its economic and social contrasts, is often likened to dealing with several markets at the same time. The population of more than one billion differs enormously with 15 different languages, social customs and live...

Catalogue: ESOMAR Conference on Financial Services 2005

Authors: Nayantara Chakravarthi, Vivek Bengani, Y.V.D.Y. Prasad

February 1, 2005

From holistic marketing to holistic customers

This paper shows how two quite disparate banks in culture and outlook - Natwest Bank and the Royal Bank of Scotland - came together and evolved a comprehensive CRM strategy. In doing so it will demonstrate why it is necessary to marry the top-down...

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Authors: Roger Donbavand, Maryan Broadbent

March 17, 2002

Getting the board onside

While getting qualitative research into the boardroom of many organisations may be a challenge, the challenge is multiplied several-fold when the organisation is a major bank in the United Kingdom. This paper provides a case study of such a...

Catalogue: ESOMAR Worldwide Qualitative Conference 2001: The Business Value Of Emotional Intelligence

Authors: Martin Walls, Ken Parker

Companies: HSBC Holdings, Discovery Research Group

October 28, 2001

Selling Islamic finance to mr. Smith

In an environment of increasing product parity, the need to innovate has become critical. The key input for innovation is robust and insightful data from customers. Given this scenario, this paper explores the triggers and barriers that exist within...

Catalogue: Qualitative 2007

Authors: Kalika Tripathi, Dipen Mehta

Company: HSBC Holdings

October 28, 2001

The impact of ethic marketing for a banking business

This paper presents the innovative strategy of GWK, an important Dutch banking business. It demonstrates that small target groups can also be beneficial if there is a good combination between a specific product, like Western Union, and a specific...

Catalogue: Ethnic Marketing 2000

Authors: Cees van Eijk, Monique van der Plas

July 1, 2000

Office-based data collection

This survey was to form part of an Incentive Programme comprising all staff at all of the bank’s 260 branch offices throughout Sweden. Within this framework both selected economic key ratios and customer satisfaction are measured at branch...

Catalogue: New Monograph Series Vol.10: Marketing Research in a .com Environment

Author: Per Lundgren

June 15, 2000