Customer Concerns About Bank Stability
The MSR Group recently conducted a national research study on banking customers’ fears in the wake of Silicon Valley Bank’s collapse. Caution is emerging within the banking sector in the…
Read the article ↗The MSR Group / Insights revealed
Insights & resources
Practical perspectives on customer experience, research methods, financial services, brand strategy, and putting insights to work.
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How to Choose the Best Customer Experience Survey Company for Optimal Insights and Growth
Are you looking to elevate your business’s customer experience to new heights? In today’s competitive market, understanding your customers’ needs and expectations is crucial for success.…
Read the article ↗Regression Analysis in Market Research
Regression analysis helps organizations make sense of priority areas and what factors have the most impact and influence on their customer relationships. It allows researchers and brands to…
Read the article ↗Are B2B Buyers the same as B2C buyers when it comes to emotions?
When marketing and selling to a business, the vendor considers several factors. Does the product or service have the features the potential customer needs? Is the product and service…
Read the article ↗How Research Increases Success of Package and Product Redesigns
“There’s nothing that stops innovation faster in its tracks than a bad consumer experience. Many times these experiences are directly tied to the consumer’s interaction with the brand’s…
Read the article ↗Using Market Research to Maximize Your Advertising Investment
An advertising campaign is an expensive investment for any company. Integrating market research into the process can help shape and clearly define concepts in the planning and development…
Read the article ↗Why Your Corporate Brand Matters
Your corporate brand encompasses everything your company says and does–what customers and prospects think and feel about your company, how you make decisions, your messaging strategies, the…
Read the article ↗10 customer service and customer experience cx trends for 2017
Explore MSR perspectives on research, customers, and making better business decisions.
Read the article ↗10 Ways to Maximize Return on Customer Feedback
Why care about customer feedback? First of all, customer service can be a differentiator. Provide superior service and stand out in a positive way, or the other way around—poor customer…
Read the article ↗5 Reasons Customer Experience Matters In Banking
Customer Experience matters in banking more than ever in this age, these statistics reveal an urgent need for traditional banks to…
Read the article ↗5 Ways Your Measurement Program May Be Hurting Customer Experience
Whether you currently have a customer experience measurement program in place today or are considering putting a program in place, it’s critically important to understand one important…
Read the article ↗A Satisfying Transaction
Our research supports many of the author’s points. In particular, our research shows that consumers who adopt digital channels as a means for interacting with their bank do not abandon…
Read the article ↗Acquiring New Accounts Requires Understanding Current Customer Behavior
No matter the industry, everyone demands an answer to this…
Read the article ↗Bank Customers Still Value Human Touch
Online and mobile banking are essential elements in 21st-century financial services, but there’s more to banking than digital…
Read the article ↗Banks and the Future of Video Tellers
Photo courtesy NCR, ncr.com At the recent Future Branches conference in Austin, TX, where the conference theme is improving the customer experience at retail bank branches, video tellers…
Read the article ↗Banking Needs a Customer Experience Wake-Up Call
Report on customer experience in banking provides insight into strategies, investment, effectiveness, challenges and measurement of…
Read the article ↗Bill Gates, Warren Buffett, and Oprah all use the 5-hour rule — here’s how it works
Reading is so much more than just keeping abreast of the latest news, or learning a new skill. Reading is a really good way to exercise your brain. There are numerous studies that report…
Read the article ↗Building A Big Data Bridge To Customer Satisfaction
With so many choices for consumers in every industry, what drives customer loyalty? How can companies build a strong long-term relationship when a seemingly better product or service may…
Read the article ↗Building an Emotional Connection Creates Value in Financial Services
Customer experience measurement is important, we all understand that by now. But what happens from a financial perspective when you actually use the feedback to make meaningful and…
Read the article ↗Communication and Feedback Critical Components in Mergers & Acquisitions
In today’s banking climate, it would be hard not to find a small to mid-sized bank looking to expand through acquiring a bank or by being acquired. Most of these banks see acquisitions as…
Read the article ↗Community Banks And Credit Unions: Time To Make It Personal
Personalizing your customer’s experience is especially key in the banking…
Read the article ↗Companies Expect Positive Results from Increased Customer Experience Spending
Over 60% of marketers surveyed report they plan to spend significantly or somewhat more on customer experience this year, identifying this as an area where they anticipate seeing a big…
Read the article ↗Contact Centers Making Customer Problems Worse
Companies who overemphasize revenue generation in their contact centers may find their strategies in conflict with customer satisfaction goals. According to The MSR Group 2013 Customer…
Read the article ↗Customer-Centric is the Utilities’ Future Benchmark
Not long ago, the utility industry was doing a poor job relating to its customers as just that, customers. Reduced to impersonal references such as a “load,” “meter” or “ratepayer,”…
Read the article ↗Customer Experience Champs vs. Chumps
At The MSR Group we’re frequently asked what differentiates companies with high customer experience scores from those who score poorly. We recently took this discussion to a deeper level…
Read the article ↗Customer Experience Leadership -Prior Experience Not Required
As I’ve watched numerous organizations form or re-form customer experience teams, I’ve concluded that the best customer experience leaders don’t have prior customer experience leadership…
Read the article ↗Customer Satisfaction vs Customer Loyalty
This is an interesting article about the difference between customer satisfaction and customer loyalty and how to measure and increase loyalty. The author makes a good case for the…
Read the article ↗Customers Choose the Branch for Problem Resolution
at the branch, eight out of 10 times the customer will attempt to do so by returning to the same branch, rather than go online, click on an app or contact the call center—this according to…
Read the article ↗Customers Expect Banking Experience to Be Seamless
Banking industry trends in 2018 remain consistent with last year’s trends. According to Financial Brand’s 2018 Retail Banking Trends Report, Improving the Customer Journey and Improvement…
Read the article ↗Customers LOVE an Engaging Employee Experience
In Q1 2018, Forbes published an article outlining ten insights about the undeniable link between employee experience and customer…
Read the article ↗Do Your Employees Know What’s Expected of Them?
Too often, the ideal customer experience is a myth that exists only in the mind of your customer experience leader or Chief Marketing Officer. The problem is, it’s your employees who need…
Read the article ↗Downward Trend: Bank Branch Traffic Declining 36% By 2022
Branch traffic will plummet in the next five years, forcing banks and credit unions to explore increasingly extreme cost-cutting…
Read the article ↗Driving meaningful customer engagement
It’s all about the data…but more importantly it’s about the…
Read the article ↗How to Encourage Customers to Provide More Feedback
When was the last time you filled out an online questionnaire for a business? For many consumers, the answer is “never.” Long surveys, essay-length answers, and difficult-to-find contact…
Read the article ↗Happy Engaged Customer Service Representatives
It’s particularly applicable as it relates to the relationship between management and customer service. Essentially, if a customer-service representative isn’t happy in their role, that…
Read the article ↗How Banks and Credit Unions Should Calculate Customer Engagement
Financial marketers can make a stronger strategic contribution to their firms by measuring customer engagement. Here’s…
Read the article ↗How to Perform an Effective Net Promoter Score Analysis
Though we advocate a slightly different approach, this is a good article on NPS analysis that talks about digging a little deeper to understand what is driving the metric. While the…
Read the article ↗How Top Brands Like LEGO, Apple and Nordstrom Build Customer Loyalty
Top brands understand it’s not rewards programs and incentives that drive customer loyalty, it’s customer service. The true test comes when customers have problems–the way a company handles…
Read the article ↗Customer Satisfaction Might Be the Only True Competitive Advantage Left in Banking
How important is customer satisfaction for banks? Extremely. With so little else to compete on, delivering a great customer experience is the best way to make your bank stand out. In this…
Read the article ↗Improving Customer Service in the Utility Industry
Across the US, utility companies are revamping their communication strategies and implementing tools to manage and track customer experience. Why? To keep up with consumers’ increasing…
Read the article ↗Improving Utility Customers’ Satisfaction through Real-Time Data and Alerts
With Lance Brown, Vice President of Customer Service Solutions, Smart Energy Water (SEW) Utilities across the globe are transitioning, shifting their role from passive commodity providers…
Read the article ↗In a Fintech World, Consumers Still Want Nearby Bank Branches
ABA Banking Journal, the American Bankers Association’s flagship magazine, provides insights on critical business and policy challenges and trends to help banking leaders succeed in the…
Read the article ↗Why Companies Should Invest in Customer Satisfaction Research
No matter what industry you’re in, maintaining a positive relationship with your customers is crucial for cultivating a sustainable business. In fact, there’s often a correlation between…
Read the article ↗Is your Customer Experience Measurement Program Delivering a Profitable ROI?
Is your Customer Experience Measurement Program Delivering a Profitable ROI? It’s no secret that satisfied customers are essential for business success. That’s why organizations invest in…
Read the article ↗Making the Leap: The Importance of Making the Business Case for Employee Engagement
It’s probably safe to say that the concept of having employees who are engaged in their work is universally accepted as a good thing. However, to drill deeper into that and find consensus…
Read the article ↗Millennials and the New Era of Experience Loyalty
The biggest generation is coming into a time where their financial needs are a bigger and more important part of their lives. Understanding how this generation feels about and uses a…
Read the article ↗Not New, Still Relevant. Consumers Want Good Service From Their Bank
While customers are accessing their bank accounts through numerous channels, one thing remains clear. Consumers want good customer service from their…
Read the article ↗Research Shows Banks Dropping the Ball on Customer Problem Resolution
Thanks to the Consumer Financial Protection Bureau (CFPB) and its handling of consumer complaints, banks are increasingly focused on where they stand in this public database. Unfortunately,…
Read the article ↗Stop Getting Dumped!
How Decision Makers Actively Utilize Market Research Data at the Point of Decision…
Read the article ↗Survey: Americans Overwhelmingly Support Having Banks of All Sizes
ABA Banking Journal, the American Bankers Association’s flagship magazine, provides insights on critical business and policy challenges and trends to help banking leaders succeed in the…
Read the article ↗The Crystal Ball to Customer Insights (if there is such a thing): Key Driver Analysis
If we could read the minds of our customers, life would be filled with easy days at the office and worry-free weekends. Alas, I’m unaware of any one person or company possessing such a…
Read the article ↗The magic of Disney: The secret to its status as a CX leader
CX expert and blogger Colin Shaw says that a quality customer experience like Disney’s relies on constant technological…
Read the article ↗The Psychological Power of Customer Engagement
Through some type of organic evolution of responsibilities across eleven years of marriage, my wife and I have arrived at a division of labor that tends towards me handling the matters that…
Read the article ↗Transform Customer Service into a Customer Insight Machine
Here is a good story on how to align corporate goals and expectations with customer satisfaction and expectations. Achieving your corporate goals would be challenging if your customers are…
Read the article ↗How Does Keeping Up with Technology Improve Customer Satisfaction?
Making sure that your customers are receiving the level of care that they hope for is difficult without the right technology. As the world is becoming more interconnected, your business…
Read the article ↗Utilities Should Engage With Customers In Channels They Determine Ideal
There is no baseline determination of what constitutes optimum customer engagement. For example, what may be a best-case-scenario for, say, Prudential may well be a worst one for Under…
Read the article ↗Utility Customer Satisfaction Reaches New High But Customers Expect More
This is one of many surveys in the utility space where there is a recurring response. Customers want more than service delivery, they want to believe in and trust the service provider will…
Read the article ↗What’s the Difference Between Customer Experience & Customer Satisfaction?
When speaking to business owners, it’s noticeable that the terms “customer experience” and “customer satisfaction” are sometimes used interchangeably. While you may think that they’re the…
Read the article ↗What’s the Return on Investment of Customer Service?
Customer service is an integral part of almost every company. Unless you have a monopoly on your product or service, part of what makes customers return is their experience with…
Read the article ↗Why Millennials Matter (to Utilities)
Millennials are going to force utilities and virtually every business into understanding their needs because they grew up in the digital era. Millennials know it is possible and expect the…
Read the article ↗Your Employees Will Thank You for Caring About the Customer
When companies work on improving customer experience, they are typically focused on retaining customers and providing financial benefit for their shareholders. However, there’s another…
Read the article ↗3 Simple Things to A Happier Life
When contemplating about life experiences, being happy and living longer, the plausible place to go is technology and innovation. While there have been many, way too many to even mention,…
Read the article ↗Catch them Doing Something Right: The Value of Recognition in the Workplace
The importance of recognizing great work in your company cannot be overstated. Study after study has demonstrated just how profoundly employees who feel their contributions are being…
Read the article ↗The Importance of Measuring Employee Experience
We’ve all heard the saying “the customer is always right” at some point in our lives. For many businesses, it has become a mantra for being the company that always offers a great customer…
Read the article ↗CFPB Reports on Financial Industry Marketing Spending
The Consumer Financial Protection Bureau (CFPB) completed a study examining the information available to consumers when they’re making financial decisions, along with the dollars being…
Read the article ↗Consumers Expect Multiple Banking Options
While banking consumers are adopting new technologies at a rapid rate, that doesn’t mean they stop using more traditional channels. We continue to see it in our National Banking Study, and…
Read the article ↗Customer Research: Getting Social with Gen X
If your company is like most, someone in the marketing department (or your ad agency) is telling you that having a strong presence on social media is a must. It’s the future. Everyone is…
Read the article ↗New Pop-Up Bank Branch Unique Approach to Customer Experience
The MSR Group’s research shows bank customers still value branches and most want this option available for transactions they prefer to conduct in person. In fact, in spite of the increase…
Read the article ↗Why Closing Bank Branches is a Mistake
Consumers have an increasing number of banking options as channels continue to be added and enhanced. Research shows that not only are customers taking advantage of this added flexibility,…
Read the article ↗Encouraging Customer Retention Through Effective Marketing
Finding customers and keeping them may be tough, but it shouldn’t feel like an impossible feat. If you take the time to ask for their help, listen to their feedback, and be willing to…
Read the article ↗Determining the Best Methodology for Customer Research
As a market research firm, companies frequently come to us and say “We need a survey” or “We need a focus group” regarding customer data collection. In many cases, the companies that think…
Read the article ↗Analysis Paralysis: What Is It & How Can You Beat It?
Making decisions for your business can be a tough task, but it’s something that we all must do. Unfortunately, too often, we get stuck by a bout of analysis paralysis, leaving us to ponder…
Read the article ↗Improving Your Ability to Recruit a Qualitative Research Project
When recruiting for focus groups and in-depth interviews, the process starts with a survey of qualifying questions known as a screener. As the member of our team responsible for recruiting…
Read the article ↗4 Reasons to Invest in Using Focus Groups
Releasing a new product or service can be a daunting task. Your business wants to get everything right so that you don’t waste time or money on a project but waiting until after you’ve…
Read the article ↗Your Business Needs Market Research: Here Are 6 Reasons Why
With a new company idea popping up every second and entrepreneurs everywhere you look, how can your business stand out? Market research will give you the upper hand, even if you’re already…
Read the article ↗9 Skills You Should Learn That Pay Dividends Forever
The further along you are in your career, the easier it is to fall back on the mistaken assumption that you’ve made it and have all the skills…
Read the article ↗Net Promoter: Revolutionary Tool or Fad?
Net Promoter is not the only survey question you need to ask to grow your business because more than one question is required to understand human…
Read the article ↗Order in the courtship: How banks can become number one with fickle customers
Consumers are getting used to playing the field with banks. Winning their loyalty above all other suitors requires hard work and…
Read the article ↗Start Engaging Customers through Online Research Communities
Many companies are turning to research communities to test concepts, get ideas and gain a better understanding of their customer base. These private online panels of customers or prospects…
Read the article ↗The Powerful Survey Feature That Drives Customer Loyalty
Improving loyalty is a big reason companies survey customers.The challenge is finding ways to actually accomplish that goal. Customer service leaders tell me confidentially that analyzing…
Read the article ↗Bank of the West Awarded Highest in Customer Advocacy for the Western Region
Omaha, Nebraska February 25, 2013 – The MSR Group today announced that Bank of the West is the recipient of its APECS® Customer Advocacy Award, Western Region for the fourth consecutive…
Read the article ↗The MSR Group Phone Number Hijacked
The BBB and The MSR Group are warning area consumers that a scam promoting security alarm systems has spoofed The MSR Group’s telephone…
Read the article ↗The MSR Group Again Makes the Inc. 5000 with 42% 3-Year Sales Growth
Omaha, NE, August 21, 2012 – Inc. magazine today ranked The MSR Group number 3820 on its sixth annual Inc. 500|5000, an exclusive ranking of the nation’s fastest-growing private companies.…
Read the article ↗The MSR Group Awards Huntington Bank Highest in Customer Advocacy for the Midwestern Region
Omaha, Nebraska April 26, 2012 – The MSR Group today announced that The Huntington National Bank is the recipient of its APECS® Customer Advocacy Award for the Midwestern Region for the…
Read the article ↗The MSR Group Awards Bank of the West Highest in Customer Advocacy for the Western Region
Omaha, Nebraska April 11, 2012 – The MSR Group today announced that Bank of the West is the recipient of its APECS® Customer Advocacy Award for the Western Region for the third consecutive…
Read the article ↗Leading Customer Experience Measurement Tool Improves for 2012
Omaha, Nebraska January 18, 2012 – The MSR Group, a national market research organization, today announced the release of version 3.2 of its proprietary customer advocacy measurement tool,…
Read the article ↗The MSR Group Prepares for 30% Growth With Call Center Expansion
The MSR Group announced today it has opened a new call center to accommodate continued growth. The facility, located just south of 77th and Dodge, consolidates the firm’s call center…
Read the article ↗Huntington Bank Awarded Highest in Customer Advocacy for the Midwestern Region
Omaha, Nebraska March 25, 2013 – The MSR Group today announced that Huntington Bank is the recipient of its APECS ® Customer Advocacy Award, Midwestern Region, for the fourth consecutive…
Read the article ↗The MSR Group Awards First Citizens Bank Highest in Customer Advocacy for the Southern Region
Omaha, Nebraska April 2, 2013 – The MSR Group today announced that North Carolina-based First Citizens Bank is the recipient of its APECS ® Customer Advocacy Award, Southern…
Read the article ↗The MSR Group Again Receives Top Rating for Focus Group Facilities
Omaha, Nebraska May 1, 2013 – Based on overall ratings of “Excellent” in an international survey of moderators and researchers, The MSR Group has again been named one of the world’s top…
Read the article ↗The MSR Group Again Named to the Inc. 5000 List
Omaha, Nebraska, August 21, 2013 – The MSR Group, a full-service market research company specializing in customer satisfaction measurement, announced today that it has been named to Inc.…
Read the article ↗The MSR Group Awards Rabobank N.A. Highest in Customer Advocacy for Western Region
Omaha, Nebraska, March 6, 2014 – The MSR Group today announced that Rabobank N.A. is the recipient of its 2013 APECS ® Customer Advocacy Award, Western…
Read the article ↗The MSR Group Recognizes First Citizens Bank with Highest Rating in Customer Advocacy for Southern Region
Omaha, Nebraska March 11, 2014 – The MSR Group today announced that North Carolina-headquartered First Citizens Bank is the recipient of its APECS ® Customer Advocacy Award, Southern Region…
Read the article ↗The MSR Group Recognizes Investors Bank with Customer Advocacy Award for Northeast Region
Omaha, Nebraska April 7, 2014 – The MSR Group today announced that Investors Bank is the recipient of its APECS ® Customer Advocacy Award, Northeast…
Read the article ↗The MSR Group Recognizes 1st Source Bank with Highest Rating in Customer Advocacy for Midwestern Region
Omaha, Nebraska, April 21, 2014 — The MSR Group today announced that 1st Source Bank is the recipient of its APECS® Customer Advocacy Award, Midwestern…
Read the article ↗The MSR Group Announces 2015 Best in Retail Banking Award Winners
Omaha, NE – September 23, 2015 – The MSR Group (themsrgroup.wpengine.com), a top research firm that specializes in customer experience within the retail banking sector, today announced it…
Read the article ↗The MSR Group Announces 2016 Best in Retail Banking Award Winners
Omaha, NE – October 4, 2016 – The MSR Group ( themsrgroup.wpengine.com ), a leader in customer experience research within the retail banking sector, today announced it will recognize the…
Read the article ↗Your next decision starts here
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