Differences crystallise in all areas between the wishes of customers and the plans of financial and insurance providers. We have worked out these discrepancies within the framework of a gap analysis and derived recommendations for the work in marketing and sales. In the context of this study, we focus on four central areas that are closely related to banking and finance topics:
Over 1000 customers were surveyed about their purchasing behaviour with regard to financial and insurance products.
Over 300 decision-makers from the insurance and banking sectors were surveyed.
On the one hand, there is the questioning of financial customers about their satisfaction, their specific preferences as well as their wishes and motives. On the other hand, there is the company side with its marketing strategies aimed at achieving the highest possible customer satisfaction.
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