Banking & Financial Services · Customer Satisfaction & NPS

Customer Satisfaction & NPS for the Banking & Financial Services industry

Measure loyalty and find the levers that keep customers coming back.

Quick answer

Market Research India offers customer satisfaction & nps for Banking & Financial Services companies in India. Methods include nps programmes, csat surveys, touchpoint analysis, with fieldwork in 50 cities.

Proposal in 24 hours
Scoped, itemised and fixed-fee.
50 cities, 14 languages
Our own supervised field teams.
Senior-led, NDA-first
A research director on every project.

2,400+

Projects delivered

Cities with field teams

Industries covered

Indian languages

Overview

Customer, channel and product research for banks, NBFCs and wealth managers. Customer Satisfaction & NPS gives banking & financial services teams clear evidence for their decisions.

We design every customer satisfaction & nps study around the realities of the banking & financial services market: who buys, who influences the purchase, and how channels work across urban and rural India.

Methods

NPS programmes
CSAT surveys
Touchpoint analysis
Closed-loop feedback

Deliverables

NPS dashboard
Driver analysis
Action plans

Banking & Financial Services questions this answers

Why do customers switch banks?
How is credit demand changing in Tier 2 cities?
What builds trust in digital lending?

How we work

Our research process

01
Discovery
We turn your business question into clear research objectives.
02
Design
Sampling, method, questionnaire and discussion guides, translated into local languages.
03
Fieldwork
Supervised field teams with GPS, audio and back-check quality control.
04
Analysis
Statistical and thematic analysis by senior researchers.
05
Insight
Board-ready reports, dashboards and workshops with clear recommendations.

Before you brief us

Frequently asked questions

What does customer satisfaction & nps cover for the banking & financial services industry?

Typical outputs include nps dashboard, driver analysis, action plans, built around the questions that matter in banking & financial services.

Which cities can the study cover?

Any combination of our 50 Tier 1 and Tier 2 cities, plus rural clusters where needed.

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Next step

Commission customer satisfaction & nps for your banking & financial services business.