client challenge
- Amid the uncertainty of the COVID-19 pandemic, a large financial group identified early signs of heightened consumer financial vulnerability.
- To better serve their customers, they sought to understand and monitor shifting attitudes, perceptions, and concerns about financial security over time.
decision point approach
To address this challenge, we implemented a robust, longitudinal research strategy:
- Conducting quarterly quantitative studies over nearly two years, gathering insights from 14,000 completed surveys.
- Tracking key areas of concern, including:
- Where consumers felt most financially vulnerable
- Perceptions of financial protection options
- Interest in protection benefits
- Consumer spending trade-offs in financial and personal services
- Actions taken to manage expenses
impactful solutions
- We provided our client with a deep understanding of the evolving financial issues facing their customers.
- It allowed them to monitor and recognize when consumer sentiment regarding financial concerns began to improve or worsen.
client success
Armed with actionable insights, the financial group was able to swiftly tailor and promote services that aligned with consumers’ needs. This responsiveness not only addressed immediate concerns but also strengthened their relationship with customers during a time of heightened financial stress.
