What We Do

  • Customer experience study
  • Wealth & asset management
  • Customer needs assessment
  • Customer persona identification
  • Customer journey mapping
  • Digital adoption mapping
  • Voice of customer
  • Brand NPS diagnostics
  • Offering NPS diagnostics
  • Customer NPS diagnostics
  • Employee NPS diagnostics
  • Sales channel NPS diagnostics
  • Micro-market mapping & opportunity analysis
  • Ad effectiveness monitoring
  • Unit economics benchmarking
  • Competitor benchmarking
  • Quick view industry trend

Related Case Studies

Identifying investment patterns of customers / HNIs

Identifying investment patterns of customers / HNIs

Objective 


  • A leading Wealth Management Company (WMC) wanted to understand the investment behavior of customers, especially High Networth Individuals (HNIs), to identify target audience and preferences of WMCs over other modes of investment. Further, the client wanted to understand its competitive positioning as compared to its peers

Methodology

  • Conducted customer survey (N = 800) with separate HNI survey (N = 200) in 3 weeks across 12 cities (mix of metro, tier 1 and tier 2 cities) for different customer archetypes across geographies, age-groups, income, and employment categories
  • Deep-dived into analysing monthly savings patterns across demographic cuts to identify target audience
  • Conducted in-depth customer interviews (N = 20) to understand key needs, platform preferences, reasons for stickiness and / or dissatisfaction 
  • Understood key competitors’ strengths and weaknesses by elaborate secondary research and mapped those to customer needs to identify clear winners in each use case 
  • Created specific customer personas based on above insights to highlight typical customer profile to target

Impact / Outcome

  • Client understood detailed insights on key consumer behaviour and preferences and was able to identify its target audience. The client also understood its key strengths and improvement areas as compared to its peer along with actionable insights to work on

 
Sizing the market for FinTech subcategories

Sizing the market for FinTech subcategories

Objective

  • An established PE player wanted to understand the size of various categories within the FinTech space. The study involved a deep dive into multiple verticals within the FinTech space, especially in the Indian context to understand market size and penetration of each category/ sub-category.  

Methodology

  • Identified the verticals within the FinTech space and categorised FinTech players basis their positioning and product proposition 
  • Identified 6 key verticals and developed market sizing methodology for each vertical 
  • Identified relevant growth drivers and key growth areas for these 6 verticals 
  • Conducted in-depth interviews (N=20) with customers and industry professionals to understand key pain points and growth areas 
  • Conducted in-depth secondary research to identify unique metrics and industry parlance to evaluate performance of prominent players within each vertical 
  • Within each of these verticals understood market penetration and developed an understanding of the extent of adoption in the digital space of traditional finance categories 

Impact / Outcome

  • Client developed an understanding of the FinTech space in terms of size and growth drivers, especially in the Indian context with a special focus on 6 key sub-categories  
Sub-broker preferences for online brokerage platforms

Sub-broker preferences for online brokerage platforms

Objective

  • An online discount brokerage company wanted to know trading behavior of sub-brokers associated with discount brokers and their preferences between choice of platforms available and key purchase criteria along with differences in the same over the last one year 

Methodology

  • Conducting in-depth interviews (N > 150), with a mix of metro and tier-1 cities, a mix of small- & medium-sized sub-brokers by turnover 
  • Analyzed sub-brokers’ behavior towards various metrics including client ATV distribution, business models with brokers, important factors while choosing a platform, app awareness & currently used apps along with NPS ratings, etc. 
  • Compared the findings with previous year’s report to identify the shift in sub-broker preferences and captured the impact of COVID-19 on the trading behavior and sentiments of the respondents  
  • Brokerage platform users were segmented into logical personas (customer targets, demography, business vintage) 
  • Deep-dived into product and performance benchmarking of key discount brokerage players to identify product features and service levels offer to their platform users  

Impact / Outcome

  • Client was able to identify the mix of sub-brokers in the market and their preferences, and assess the transition from previous year’s mix, and how the economic slowdown due to COVID-19 has affected the sub-brokers in the financial markets 
  • Client was able to understand sub-broker’s perception that target was doing well in terms of platform capabilities but needed to work on brand visibility 
Understanding investor experience with different brokerage platforms

Understanding investor experience with different brokerage platforms

Objective

  • A leading global PE investor desired to understand the investor experience with different wealth management platforms for different investor net-worth and demographic profiles. 

Methodology

  • Conducted quantitative survey (N = 500+) to analyze and understand investor experience with different brokerage platforms taking into perspective the customer journey to arrive at NPS for various features and services 
  • Identified investor satisfaction levels with different platform features and value-add services were understood to get a wholesome view of their experience 
  • Deep-dived into aided and unaided awareness levels of the customers of both traditional wealth management companies and new age robo advisory platforms 
  • Conducted in-depth customer interviews (N = 50+) HNIs to map, verify, and assess their behaviour, key selection criteria, and overall service level experience with the advisors, their platforms, and other services 
  • Benchmarked platform and service features, which leads to differentiating factors, and strengths and weaknesses between WMCs and robo advisors 

Impact / Outcome

  • The investor awareness levels, usage experience and satisfaction levels with brokerage platforms as identified during quantitative survey were warmly received by the client 

We use cookies to improve your website experience. By navigating our site, you agree to allow us to use cookies, in accordance with our Cookie Policy