Saxo Bank is a leading global investment bank that specialises in online trading and investment in the international financial markets. With clients worldwide, Saxo Bank is recognised for its excellent service and advanced technology.
ADDRESSING THE ISSUES
Saxo Bank approached Epinion to implement a customer survey based on the Customer Value Management (CVM) approach to measuring customer satisfaction.
Unlike traditional measures of customer satisfaction, CVM measures customers’ perception of the value for money of the service they receive relative to the company’s competitors.
This makes the CVM score a powerful indicator of the company’s competitiveness in the market.
Epinion conducted an online survey with 817,633 participants in nine regions and in fourteen languages. The two types of respondents were clients (Saxo Bank customers) and leads (potential customers who had visited the Saxo Bank homepage and provided contact details).
The questionnaire was primarily focused on five dimensions derived from the CVM model: product, service, trading platform, reputation and price.
The survey generated a wide range of new action-oriented insights for Saxo Bank. In addition to identifying the relative strengths and weaknesses of Saxo Bank and mapping the bank’s current position on the market, it identified the service and product dimensions that Saxo Bank needed to improve in order to strengthen its market position.
The survey also provided a differentiated analysis of customers’ overall satisfaction towards Saxo Bank’s service performance in different customer segments and different countries within the same region.