The Challenge
A Tier 1 retail bank required a multi-market NPS and CX benchmark study across India, Singapore, Australia, Malaysia, Indonesia, Philippines, and Thailand. 500 banking customers per market. 10-business-day hard deadline for board presentation.
Our Approach
CAWI survey with bank customer screener. NPS measurement combined with MaxDiff priority scoring across 12 CX attributes. Real-time quota tracking per market. SIDAC bot detection. Daily fieldwork reporting to client operations team.
Results
3,500 completes across 7 markets. 10-day delivery. 99.6% data quality score. Full quota compliance per market. MaxDiff data delivered clean for modelling.
Client Outcome
Study identified Singapore as the highest NPS market and Indonesia as the highest churn-risk market. Client restructured regional CX investment allocation based on findings.
Project Specifications
- Markets Covered: India, Singapore, Australia, Malaysia, Indonesia, Philippines, Thailand.
- Audience Recruited: Retail banking customers (500 per market).
- Survey Setup: Net Promoter Score + MaxDiff scoring for 12 attributes.
- Methodology: CAWI (Computer Assisted Web Interviewing).
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