A sector at a crossroads
The banking, finance and insurance market is being turned upside down by new consumer needs and expectations as well as by the technological and digital revolution triggered by PSD1 and PSD2 (Payment Services Directives): open banking, smart banking, fintech, chatbots and more. The contours of the sector are being redefined in the wake of ever increasing digitalisation, from the arrival of new players (including finance start-ups) to the evolution of society and regulation. In this new service ecosystem creating a certain porosity between the various market players, it is vital to ensure transparent exchanges, maintain data security, and ensure the credibility of the brand, which must retain an expert position in the face of increasingly independent clients.
At a time when AI is exploding into the world of financial consulting and hospitality, the question of the advisor’s role in the client relationship and the trade-off between local advice and self-care technologies is more relevant than ever. With various contact channels across both physical and digital worlds, the aim of achieving a seamless customer experience (uniformity and complementarity between different forms of contact) is a vital, logical step for all key players in the sector seeking to stand out by demonstrating excellence.
Study solutions to emphasise uniqueness and offer an innovative viewpoint of the markets of the future
For more than ten years, COHDA has been aiding members of the banking and insurance sector with their strategic challenges relating to their offer, distribution, communication and transformation policies. An increasing number of studies and experiments are performed to create new consulting and sales formats with the greater personalisation, specialisation and attention to detail that will set the provider apart.
Mystery shopper audits of (new) internal processes, listening to the employees involved in changes, exploring and optimising the client experience, measuring satisfaction and recommendations, viewing results in real time, one-shot surveys shedding light on a specific moment in time, or barometric surveys measuring key indicators over time to steer your activities over the short, medium or long term – COHDA can find study models to suit your needs and offer you the benefit of its full expertise.
B2C, B2B, hot, cold customer satisfaction study
Reputation and image study
NPS (Net Promoter Score) measurement
Complaint handling quality assessment
Client attrition study
New service test
Behaviour and usage study
Pre or post test for communication campaign
“We’ve been entrusting all our surveys to COHDA for 3 years. Their expertise and advice have enabled us to accurately measure our customers’ satisfaction and thus improve our offer year after year. What’s more, their professionalism transmits an excellent image to our customers interviewed.”
“The COHDA team combine attentiveness and proactiveness, two essential qualities for a service provider responding to a public market.”
“COHDA stands for professionalism, attentiveness to the client and high-quality work. Each time we’ve called on them, they’ve met our requirements with efficiency and quality. I can recommend them wholeheartedly.”
“Optimal collaboration despite the distance, professionalism, proactiveness and attentiveness.”
“In 6 years of collaboration, I’m highly satisfied with COHDA’s dedicated and professional guidance. The project manager is very attentive, proactive and follows up on the file as required. We’ve built up a true relationship of trust.”
“The COHDA Institute adapted perfectly to the exceptional situation of the first lockdown, in particular by implementing the necessary tools to ensure service quality.”
“A very serious company which demonstrates a high level of availability for its clients. COHDA has managed to meet our requirements perfectly and to adapt whenever necessary. I’d recommend COHDA without any hesitation.”
“A huge thanks for your involvement and proactiveness to all the team, which I have the pleasure of working with each time we call on you for a survey! Your programmer is a magician and when listening in, we were impressed by the interviewers’ professionalism in adapting to our environment.”