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.
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.
The ath Power Mobile Banking Study™ is conducted annually 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, this study examines the utilization of multiple banking channels to understand what tools and features mobile will need to become the optimal choice for all banking activities. This report also unveils important differences across customer segments relative to choice of bank, customer loyalty and usage patterns, and reveals the key drivers and enablers for those user segments.
The ath power Ideal Banking Study™ was formulated to determine what elements make up the “ideal banking experience” for consumers, and to uncover the impediments of producing such an experience. In this annual study, retail banking consumers from across the nation responded to ath Power’s online survey, and 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. This report provides accurate competitive intelligence on the current consumer banking market and reveals the most important elements in banking relationships today. It also offers actionable insight on how financial institutions can take advantage of their current market differentiation, as well as identify additional areas of focus to consider.
If you are interested in obtaining a customized competitive analysis for your own institution, please contact us by phone or email:
+1.978.474.6464 Ext. 103