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Financial Services

From credit card companies and insurance providers to consumer finance and investment institutions, the financial services industry recognises the importance of market research in better understanding and realising opportunities within B2B markets.

Negative views towards business financial services are common and customer experience and loyalty programs are becoming essential. Businesses that once focused on multinational clients and products are realising the importance of SMEs. We can help you to meet the needs of SMEs in the financial services sector. Working in partnership with you, we conduct customer satisfaction surveys and ensure your proposition is clear and differentiated in the eyes of your potential and current customer bases.
 
Insight Survey has significant experience in providing clients with market insights which are essential for financial services companies to stay competitive and customer-focused in a rapidly evolving industry. This research provides valuable understanding of customer needs, behaviours, and preferences, enabling firms to design targeted products, improve service delivery, and strengthen client relationships.

In addition, staying attuned to trends such as fintech adoption, digital banking, and sustainable investing ensures continued relevance and innovation. Ultimately, strong market understanding empowers financial institutions to manage risk, enhance customer experience, and thrive in a dynamic environment.

We have worked with the biggest companies in the Insurance and Banking Industry in South Africa and the UK.

We have undertaken research among the following stakeholders:
  • C-Suite executives and key decision-makers at JSE-listed companies
  • Principal officers and trustees of pension funds and investments
  • Business owners
  • Internal staff
  • Insurance brokers
  • Financial advisors
  • Consumers

Case Study:

Thought Leadership on Governance, Trust, and ESG

Insight Survey partnered with one of the top global auditing companies in South Africa, as well as its award-winning PR company, to produce insights on the future of boards of directors in South Africa. The goal was to position the client as a thought leader and trusted player in the competitive auditing and financial services space.

Business Challenge

The client wanted to understand the factors and perceptions that currently drive decisions at a Board of Directors and C-Suite level at South African companies, within the areas of governance, trust, and sustainability (ESG). They also wanted to know how these areas are likely to influence decisions in the future.

Research Methodology

  • Insight Survey conducted qualitative and quantitative interviews amongst key stakeholders, from C-Suite Executives at JSE-listed companies to company owners among small and medium businesses.
  • In-depth interviews and surveys were conducted to understand the factors and perceptions within the areas of governance, trust, and sustainability (ESG), as well as how these areas are likely to influence decisions in the future at this level.

Impact

  • Insight Survey assisted the client and its partner PR company with getting their ‘foot in the door’ when approaching key potential clients and stakeholders.
  • We helped position the client as an ethical, trustworthy, well-governed organization that is invested in addressing issues of sustainability within the sector.
  • In partnership with the PR agency partner, Insight Survey contributed its research findings to a report that was featured in industry publications and industry events, which included gaining exposure and scrutiny from a wide range of industry stakeholders.

Case Study:

Improving Customer Satisfaction & Experience among Insurance Brokers

Business Challenge

We were approached by one of South Africa’s leading insurance companies to revise and refine their annual customer satisfaction tracking study, in order to assist them in obtaining a more accurate rating of Brokers’ experience when dealing with Legal Services.

Research Methodology

  • We programmed the online survey, including initial testing and piloting, to ensure the survey was 100% accurate.
  • We designed personalised email invitations for each customer with simple directions on how to access and complete the survey.
  • We cleaned the data through straight-line checks, contradictory response checks, negative question comparisons, and verbatim comment reviews.

Impact

The survey provided research findings across many customer satisfaction and service dimensions, as well as provided suggestions from the Brokers on how to improve areas of weakness. Results were compared with the previous years in the form of gaps analysis.

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Our team will respond within the next 24 hours, sooner if possible.
If the inquiry is more urgent, please call 021 045 0202 (Cape Town) or 010 140 5756 (Johannesburg).