ath Power Reports™

 

One-of-a-kind reports on key areas in the financial services sector.

Since 1997, ath Power has conducted hundreds of thousands of audits and surveys on the customer experience of North America’s financial services organizations.  From that field work, we have developed a strong acumen of what works and where the gaps are in the industry, thus establishing a set of customer experience norms.  Using that foundation of knowledge in tandem with our ongoing research, we are able to measure consumer behavior and deliver comprehensive reports on key areas within the financial service marketplace.  These reports reveal timely, detailed findings on how banks have been performing in those key areas, and they provide the strategic insight needed to make the most informed decisions necessary to achieve your business goals.

ath-power-heading-imageThe ath Power Ideal Banking Study™

The ath power Ideal Banking Study™ is a one-of-a-kind, detailed assessment developed to identify which elements make up the “ideal banking experience” for consumers, and to uncover the impediments of producing such an experience.  In this, our seventh study, retail banking consumers from across North America responded to ath Power’s online survey, and through this evaluation, assessed their primary financial institution in such areas as customer satisfaction drivers, desired banking features, interest in newer technologies across channels, satisfaction with, and likelihood to recommend, their primary institution, as well as the importance of employee product knowledge and having an advisory relationship.  Also provided in the study is an analysis of the changing branch environment at institutions of all sizes, the types of branch layouts desired, and satisfaction with bank performance factors and overall customer service. The study offers actionable insight into ways to leverage existing strengths while identifying areas of opportunity for improvements.

ath Power designed this study to help financial institutions within the marketplace:

  • Reveal and rank banking customer interests and intents in both product and services;
  • Define specific features and processes that directly affect customer satisfaction;
  • Identify industry trends in such areas as branch deployment, branch reconfiguration, and the use of digital channels by banking customers;
  • Learn ways to increase operational efficiencies while boosting customer engagement and satisfaction through the use of such business models as universal banker and omnichannel banking;
  • Identify differences in customer satisfaction between national and regional banks, community banks, and credit unions;
  • Discover the features desired by today’s customers that contribute to an ideal banking experience and increase their likelihood to recommend an institution;
  • Gain strategic insight into what attributes consumers want when choosing a primary bank.

ath-power-heading-imageThe ath Power Small Business Digital Banking Study™

The ath Power Small Business Digital Banking Study™ is conducted to understand the wants, needs, and behaviors of today’s business digital banking users, and to assess the customer experience environment associated with online and mobile variants of digital banking solutions.   Another key goal of the study is to understand how banking institutions can increase overall usage and adoption of their digital solutions within small businesses.  Through survey research, this study examines the interest, intention, and user experience when using various digital banking and payments features.  This report also unveils customer loyalty, usage, and attrition patterns, interest in advanced digital features, and reveals the key drivers and enablers for an outstanding customer experience and increased customer engagement with small business customers.  

Through this report, discover:

  • What institutions need to be thinking about when evaluating online and mobile investments and functionality as the convergence toward digital banking continues to grow in the small business market segment;
  • Limitations that are discouraging some small business customers from adopting or fully using digital banking;
  • Next generation capabilities, such as online account opening, mobile remote deposit capture, interest in accepting digital payments, and budgeting and financial planning tools that are poised to help financial institutions drive client adoption and usage in the small business space;
  • Self-serve options that can improve the customer experience while reducing costs;
  • How to leverage small business digital banking for greater business owner loyalty, retention, and engagement.

ath-power-heading-imageThe ath Power Consumer Digital Banking Study™

The ath Power Consumer Digital Banking Study™ is conducted to understand the wants, needs, and behaviors of today’s digital banking users, and to assess the customer experience environment associated with online and mobile variants of digital banking solutions.   The study also reveals details on the features that most greatly boost customer experience, satisfaction, and engagement, which can be a primary differentiator for today’s financial institutions. 

Another key goal of the study is to understand how banking institutions can increase overall usage and adoption of their digital solutions by being better aware of customer’s current and future interests.  Through survey research, this study examines the interest, intention, and user experience when using various digital banking and payments features.  This report also unveils customer loyalty, usage, and attrition patterns, interest in advanced digital features, and reveals the key drivers and enablers for an outstanding customer experience and increased customer engagement.  

The study also identifies areas that, while important, do not resonate as strongly with today’s banking customers. Insights and recommendations in the study will help financial institutions determine how best to build and expand digital capabilities, determine which digital banking strategies are best for banking customers, and which investments in time, money, and effort will yield the greatest return in both revenues and customer satisfaction.

Through this report, discover:

  • Limitations that are discouraging some customers from adopting or using digital banking;
  • Next generation capabilities, such as online account opening, digital wallets and payments, budgeting and financial planning tools, and newer ways to access and be presented information that are poised to help financial institutions drive client adoption and usage;
  • Self-serve options that can improve the customer experience while reducing costs;
  • What consumers are willing to pay for digital banking;
  • What institutions need to be thinking about when evaluating online and mobile investments and functionality as the convergence toward digital banking continues to grow;
  • How to leverage digital banking for greater customer loyalty, retention, and engagement.

ath-power-heading-imageThe ath Power Small Business Banking Study™

The ath Power Small Business Banking Study™ is a one-of-a-kind detailed assessment of the sales and service processes, product and service offerings, delivery methods and customer experiences of the nation’s premier institutions within the Small Business banking target market.  Each year, ath Power conducts extensive audits on the Small Business Banking efforts at banks across the United States to determine how they are performing within this crucial market segment and what needs to be done to deliver the customer experiences that will ultimately increase acquisition, improve retention and drive revenue.  Findings are segmented by Bank, Region and Small Business Revenue Size. A comparative view of previous studies is also presented to trend consumer behavior year-to-year.

In this report, you will:

  • Discover what Small Business customers expect from their banking relationship and which banks are scoring the highest/lowest in each area of customer experience;
  • Find out what gaps in the service experience would deter a potential customer from bringing their business to a bank;
  • Learn how individual banks are performing within the competitive landscape of small business banking compared to previous years;
  • Obtain valuable information to use to target strategic sales and service initiatives to grow your Small Business Banking revenue, improve retention rates and increase profitability; and
  • Gain the strategic insight needed to achieve a dominant position in the highly profitable Small Business Banking market.


Previous Reports You May Be Interested In:

 

ath Power Custom Research

If you are interested in obtainingideal-graph-image a customized competitive analysis for your own institution, please contact Ed O’Brien via email at  eobrien@athpower.com or call  +1.978.474.6464 Ext. 139.

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