Study focused towards providing efficient services to a well-known financial service provider across the globe, is aware of the stiff competition and realized that customer satisfaction is of utmost importance

1. Survey on Banking Customers
Target Group
Geography UAE, Russia, Colombia and
Canada
Males, females, 18+ yrs. with a monthly
income of over AED 3000
- Financial decision makers
- Has or had at least one financial product with a listed financial provider
- Has no connections in banking or banking technology, advertising, marketing or market research
Customer satisfaction surveyStudy Type

2. Our client, a well-known financial service provider across
the globe, mindful of the stiff competition in the sector
wanted to improve their services. Towards this end, they
wanted to introduce a customer satisfaction survey.
The idea was to measure how their products and services
met or surpassed customer expectation, which is a key
performance indicator within the business.
What was the research requirement?

3. The client wanted to conduct a quantitative study
of the general population with a distribution of
national rep. Matching the online panel
distribution against national representation was a
challenge.
Another challenge was that the client wanted us
to have a response based sampling approach
(clicks balance) among completes and
terminates to ensure that a demographically or
behaviorally representative population enters a
survey. Balancing clicks provide more information
about subpopulation incidence rates than the
traditional quota sampling approach, resulting in
accurate and actionable research.
BALANCE
What were the challenges?

4. With secondary research, online vs. national representation
scores were shared with the client to help ease their
literature reviews.
In a click balanced project, every survey entrant, including
those who abandon the effort or are found ineligible are
included during sample balancing. To avoid
disproportionate subpopulation entrants, we accounted for
varying response rates amongst different demographic
groups. We designed differential sampling approach
throughout the field and invited panelists to the survey in
accordance with the sampling frame.
How did Borderless Access solve the problem?

5. Frequent small batches of samples were deployed
post understanding target proportions and the
response rates for each group. With frequent in-field
progress updated, we adopted optimal sample
deployment schema. Often, the sample frame design
needed to be a nested balanced across age, region,
income, ethnicity or other variables. Thus we were
able to adjust for in-field realities in order to meet
targets without exhausting the samples and minimal
overhead costs.
How did Borderless Access solve the problem?

6. Borderless Access was able to wrap this study within the
stipulated time of 2 weeks in all markets and was successful
in achieving the click balancing results.
We were also able to save the panel management cost of
50% by avoiding too much sample burn.
The client commended our dedication in completing one
of the most difficult yet effective sampling approach
throughout the study.
Outcome
Click Balancing Results

7. Contact-Us
UK
LONDON
Tel : +44 771 840 3458
DUBAI
Tel : +97 150 137 3145
MUNICH
Tel : +49 (0) 176 650 94033
UAE
GERMANY
BANGALORE
Tel : +91 804 931 3800
INDIA
Connect with us
www.borderlessaccess.com
Business Enquiries
rfp@borderlessaccess.com
marketing@borderlessaccess.com
CALIFORNIA
Tel : +1 818 358 4633
CHICAGO, IL
Tel : +1 312 720 0378
USA