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Full Description
Unlike other books which focus solely on the business or profit aspects of measuring the customer experience, this book focuses on the benefits to the consumer as well as the company or financial institution. The book describes how business and government can undertake market research to determine whether the credit and investment markets are functioning properly and providing consumers with adequate information to make sound and safe credit and investment decisions. A discussion of different market research methods abilities to uncover problems in the credit and investment markets is provided.
Findings and trends from studies measuring the customers experience in the credit and investment markets during the 1991 - 2009 time periods are discussed along with regulatory guidelines and consumer protection laws. The methodologies used to measure the customer experience and detect misleading sales practices; unfair treatment and discrimination in the financial services market place are described in detail. The techniques of mystery shopping, matched pair testing and consumer surveys are described along with a detailed discussion of study design, data collection methods, sample size determination, statistical testing, reporting and analysis. Sample questionnaires, mystery shop scenarios and profiles and sample analyses and charts are provided.
Contents
List of Figures, Preface: Buyer Beware and Dealing with Imperfect Markets, 1 Consumer Lending and Self-Testing, 2 Self-Testing Methods to Measure Discrimination, Unfair Sales Practices, and the Customer Experience, 3 Steps in Designing and Analyzing a Self-Testing Program, 4 Fair Lending Testing, 1991-2009, 5 Measuring Fair Treatment of Consumers in the Credit Card and Debit Card Marketplace, 6 Measuring Fair Treatment of Consumers in the Investment Marketplace, 7 Epilogue, Notes, Index
