Understanding Consumer Behavior for a Retail Banking Client

• Case Study: Understanding Consumer Behavior for a Retail Banking Client

• Client: A leading private sector bank

• Industry: Banking (B2C)

• Objective: To gain deep insights into customer preferences, satisfaction, and digital banking adoption trends across metro and non-metro cities.

Challenge

The client noticed declining engagement in certain digital banking services despite heavy investment. They needed to understand:

Why some services had low adoption

What customers expected from their banking experience

How perceptions varied across age groups and locations

Approach

Our team conducted a CAWI research project:

Quantitative surveys with sample size 2,500+ customers.

Market : USA

Gender Split : 50% Male | 50% Female.

Fieldwork Timeline: 6–8 business days.

Competitor benchmarking of user experience and feature adoption

Key Insights

Mobile banking usage was high, but many users didn’t explore advanced features due to poor onboarding.

Trust and customer service were ranked higher than digital innovation in Tier-2 and Tier-3 cities.

Gen Z and millennials preferred app-based communication; older users valued in-branch support.

Impact

Helped the client redesign its mobile app interface with simpler navigation and personalized tutorials.

Informed the launch of a region-specific digital training campaign for older customers.

Boosted digital service adoption by 28% within six months post-implementation.