Barclays - Small Business Customers

This piece of work was selected to compete in the finals of the Marketing Research Awards 2005.

Barclays approached CSR with proposals for research aimed at informing a strategy to improve customer satisfaction, encourage loyalty and grow market share among Small Business customers.

In the study we spoke with staff (both central and network) as well
as a diverse range of customers.

Our research provided valuable insights that shaped the deployment of support teams to the relationship managers and underlined the importance of training and communication.

We also helped Barclays develop a customer contact model flexible
enough to deliver against the needs of this diverse group of customers. In so doing we tackled issues relating to contact hours and direct dial.

Improved customer service delivered more efficiently - a win/win outcome.