Market research services

Tender description

As we develop our corporate strategy for the 2020’s, we are also transforming the way we work and the customer experience we deliver — all in aim of achieving that strategic ambition. This is all with the aim of providing outstanding customer experiences right from when they might need us, to when they make a claim — and with the hope that their experience leads to advocacy, leverages our reputation and serves our mission. We are now looking to develop a roster of trusted research partners to work with us to deliver our mission and strategic ambition. While we don’t have a set research programme defined at this stage, we know it will be a mix of quantitative and qualitative methodologies and we know that it will need to deliver the insights we need to improve our experience. Trusted research partners to work collaboratively with us to deliver research and insights which help optimise our customer experience and marketing efforts. While we don’t have a set research programme defined at this stage, our first thoughts are that it will be a mix of quantitative and qualitative research methodologies. But what’s important is the research delivers insight and helps solve the specific problem identified, regardless of the approach needed to achieve this. Going forward examples of the type of qualitative and quantitative research FSCS may conduct include: — creative testing and tracking, — brand tracking, development and positioning, — communications and creative concept testing/development, — customer satisfaction, — employee engagement, — journey management, — market sizing/segmentation, — proposition development, — usage and Attitude Studies, — web/online platform development/usability; user testing. Trusted research partners to work collaboratively with us to deliver research and insights which help optimise our customer experience and marketing efforts. While we don’t have a set research programme defined at this stage, our first thoughts are that it will be a mix of quantitative and qualitative research methodologies. But what’s important is the research delivers insight and helps solve the specific problem identified, regardless of the approach needed to achieve this. Going forward examples of the type of qualitative and quantitative research FSCS may conduct include: — creative testing and tracking, — brand tracking, development and positioning, — communications and creative concept testing/development, — customer satisfaction, — employee engagement, — journey management, — market sizing/segmentation, — proposition development, — usage and Attitude Studies, — web/online platform development/usability; user testing. To track financial services firms’ understanding of FSCS and how they talk to their customers about us, we mystery shop deposit taking firms in October each year and those in Life and Pensions, Investments and General Insurance around February/March.