ath Power Reports™
Since 1997, ath Power has conducted hundreds of thousands of audits and surveys on the customer experience of North America's financial services corporations. 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.
The ath Power Ideal Banking Study™
ath Power's industry leading analysts authored our 2011 Ideal Banking Study™ with data collected from over 3,200 retail banking customers across the nation. Participants responded to an online survey that set out to determine what factors make up an "ideal banking experience" for consumers, and to uncover the impediments to producing such an experience. Through this evaluation, consumers assessed their current primary bank on an array of dimensions, including customer service, product offerings, loyalty programs, cross-sell attempts and problem resolution dynamics. They also provided information regarding their banking behaviors such as frequency of branch visits and online banking usage.
The study provides accurate competitive intelligence on the current consumer banking market and reveals the most important elements in banking relationships today. It also offers a comparative view of the 2010 Ideal Banking Study™ to trend consumer behavior year-to-year.
In this report, you will:
- Find out which factors are the most important in choosing a banking relationship in 2011 compared to 2010.
- Discover what defining elements of a high-level Customer Experience are still missing at most banks, and what you can do at your bank to resolve this problem.
- Learn how individual banks are performing within the competitive landscape of retail banking compared to the previous year.
- Gain the strategic insight needed to attract more customers, retain existing customers, and develop long-term, profitable retail banking relationships.
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The ath Power Small Business Banking Study™
ath Power's industry leading analysts along with sales and service development specialists comprised The ath Power Small Business Banking Study™ with data collected on 40 of the Nation's leading banks and based on the 5 key driver categories of the market. Conducted in the 3rd and 4th quarters of 2011, this audit was designed to examine the current marketplace and rank the Small Business Banking practices and overall customer experience at these institutions. 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 the previous year.
- Obtain valuable information you can use to target strategic sales and service initiatives to grow your Small Business Banking revenue, improve retention rates and increase profitability.
- Gain the strategic insight needed to achieve a dominant position in the highly profitable Small Business Banking market.
The ath Power Small Business Banking Study™ will be released in early 2012. To pre-order this study, please contact Jessica Hamel at jhamel@athpower.com.
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Order the 2010 Small Business Banking Study™
The ath Power Mobile Banking Study™
ath Power conducted this study to understand the wants, needs and customer experience environment associated with mobile banking as well as to understand how banking institutions can increase overall usage and adoption of their mobile offerings. Through a combination of survey research and actual usage audits of mobile applications, The ath Power Mobile Banking Study™ unveils the differences between mobile banking users' intent and actual behavior. The report also examines the utilization of various banking channels to understand what tools and features mobile will need to become the optimal choice for all banking activities. ath Power's data reveals the key drivers and enablers for the various user segments for the mobile banking channel.
The data gathered from this research revealed many key insights including:
- Identification and ratings of bank providing their mobile banking
- Customer mobile banking behaviors
- Customer satisfaction with mobile banking experience
- Customer concerns and issues with mobile banking experience
- Customer feature and functionality desires
The Mobile Banking Study™ will be released in early 2012. To pre-order this study, please contact Jessica Hamel at jhamel@athpower.com.
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