Trade Satisfaction, Loyalty & New Product Development

On behalf of a major bank, we evaluated client satisfaction and use of trade products, as well as client loyalty. We also identified how well current trade products meet underlying needs and what new products should be developed to meet future needs.

One-Stop Real Estate Shopping Holds Strong Appeal

One-stop real estate shopping envisages a market where new home buyers can get all of the home-buying services they might need through their real estate agency. Responses of some 1,000 consumers point to a market that is keen on the convenience this offers and Century 21 is the real estate company setting out to deliver this service.

Customer Views of Branch Service

One-third of customers that gave a bank a high rating for service quality have real criticisms of the bank’s service. These are missed by the ratings. Using specialized software for analyzing comments, we identified the real story behind the numbers.

Mortgage Buying & Renewal

This study interviewed over 1,000 home buyers about their selection of a mortgage provider and mortgage features. We identified the subjective utility value of a number of mortgage and provider features and their impact on purchases and renewals. To assess the economic cost to our client, we also looked at past and likely future exercise of economic features.

Equipment Financing More than a Commodity

Equipment financing is a highly competitive business, particularly when the equipment is ‘factory floor’ rather than office equipment. Our recent study of competitiveness commissioned by GE Capital Equipment Financing (Canada) highlights and quantifies the impact of service and pricing on winning bids and retaining clients. The ‘six sigma’ approach to quality promoted by GE clearly yields big revenue benefits in the market proving that equipment financing is far more than a commodity.

Growing Potential for Plan Member Education

A careful look into the market for independent education programs for plan members in defined contribution plans and group RRSPs. The study identified the size of the market and the ideal targets, as well as identifying pricing for success. A careful analysis of potential course content also pointed to the series of programs most likely to meet employee needs.

Zurich Improves its Position

The international market for large corporate property & casualty insurance is both complex and competitive, but within a country, cross-border business is highly concentrated. Zurich Insurance commissioned us to assess their position in the market by speaking with a select group of consultants that dominate the business. The study pointed to dramatic improvement in Zurich’s position in the market over the past five years.

Rising Demand for Environmental Liability Coverage

Insurance consultants for large corporate property & casualty insurance point to increasing need for Environmental Liability coverage among their cross-border clients, as one of many product areas that are expected to grow.