BFSI: Customer Satisfaction Survey

Client: An independent global research and strategic consulting firm for their Global Payment and Technology Provider end client.

Geographies Covered: India, Malaysia, Singapore and Indonesia

Project Objective(s)

  • The objective of research was to obtain feedback from Top level Executives at customer institutions (including financial institutions, acquirers, merchants and corporate and government institutions).

Study methodology and specifics

  • An annual Qualitative study is carried out by IDI methodology. Azure has been conducting the research for two consecutive years now.
  • The respondents are key decision makers and customers for the Asia Pacific region in their respective organization.
  • Azure has successfully delivered 6 waves in two years while covering four countries.
  • The client was firm and particular with regards to the approach followed to reach out to high profile respondents and therefore, Azure created a dynamic and highly skilled team within its internal resources to cater to the client’s specific needs.
  • Bespoke training program and processes were designed and employed to deliver the best quality output within stipulated timelines year on year basis.