Why choose RFG?
RFG only works within the financial services industry. Our
dedicated industry focus allows us to offer an indepth level of knowledge. We have over 25 years of financial service research expertise and possess the tactical insight to provide proven, effective strategic
recommendations with our findings. With over 100,000 survey responses in our eResearch database, you receive comprehensive benchmark comparisons to gauge your institution’s effectiveness.
What topics are covered in the eResearch surveys?
There are 3 different survey program topics to choose from, Critical Issues, Customer Satisfaction, and a custom survey.
The Critical Issues survey explores:
demand for existing and potential services (bill pay, online financial planning, account aggregation, online statements, wireless, check imaging, etc.)
potential barriers you might be facing for your customers to use different services
what enhancements your customers
want
what your share of wallet is for loans, deposits, and investments
Critical Issues can truly take the guesswork out of implementing your online banking strategies.
The Customer Satisfaction survey
explores:
how your site compares with other financial Web sites visited by your customers
what services your customers use at these other sites
what enhancements they would value
how customer satisfaction has increased or decreased
Your online banking customers are out there ready to let you know what direction
you should take.
What is RFG’s eResearch methodology?
The eResearch study is completely seamless with your institution’s
Web site. Your online users are prompted to fill out
the survey which contains your institution’s logo to reinforce consumer confidence. Once the survey is submitted, they are taken directly back to your Web site’s home page or online banking page as if they never left. “Cookie” technology is also used to eliminate member irritation and to insure customers complete the survey only once. A member who elects to take the survey later will not be prompted again for 24 hours. If a member elects not to take the
survey or does respond, they will not be prompted again.
Will
an eResearch study create added work for my IT department?
Absolutely not. RFG provides a few lines of java
script to post to your web site and the survey is up-and-running. All of the behind-the-scenes preparation from questionnaire design to the reporting of findings and strategic considerations are supported by RFG.
How many online users
do we need to participate in the program?
To have an effective study performed, your institution should have at least 3000 online users. This will allow a sufficient sampling of your
customer base.
Will any questions be open-ended?
Yes, you can gain valuable insights from the verbatim responses of your customers [suggestions, complaints, praise and questions – in their own words]. As part of the deliverables, you will receive a complete file with all your customer comments, without modification.
How do pop-up survey invitations work?
They work by installing a few lines of HTML into selected pages on your site, those on which you want the pop-up window to appear. RFG suggests your home page and your online banking sign-on page. As opposed to passive survey links, consumers must take some action to respond to pop-up boxes, even if only to close the pop-up window. This results in a significantly higher response rate than banner links. Customers can choose to: 1) take the survey now, 2) be asked again later (a 24-hour interval will apply), or 3) decline the survey and not be asked again. Cookies ensure the survey will be taken only once, and those declining will not be asked again.
How are the findings reported and what is the turnaround time?
Responses are tabulated using a statistical program in order to display the data in RFG’s consumer segments. The entire process from survey approval to report delivery
usually takes 3 to 4 weeks. The final report includes detailed charts and tables comparing RFG’s National eResearch averages to your specific survey findings. The eResearch findings are discussed with your employees via conference call allowing for interactive discussions on tactical considerations.
Can
eResearch findings be compared to my other RFG research?
Yes. All of RFG’s research products are integrated and survey findings can be applied/compared to other studies performed.
How can eResearch help my bottom line?
Your customer data will allow you to prioritize resource allocation to reduce costs and achieve the greatest ROI, target investments in marketing, sales, and services, and make better (more informed) business choices, all through market intelligence and customer feedback.
