Context
The Global Customer Choice Index (GCCI) is an international research program examining customer scenarios and the factors shaping financial institution choice.
Objective
Compare customer experience and the factors shaping financial institution choice, identifying opportunities to develop sales and customer relationships.
Role
GCCI research lead: methodology, delivery, analysis and presentation of findings to the market.
Approach
- Comparison of customer journeys and channels.
- Analysis of interaction quality and decision drivers.
- Country studies and discussion of findings with the market.
Outcome
Country research materials prepared to assess customer experience in financial services.
Research materials