Corporate banking customer satisfaction

A study commissioned by one of the world’s leading banks, designed as an ongoing global programme to track customer satisfaction and relationship performance among large corporate clients.

Now in its 6th year, the study provides continuous feedback, enabling the client to monitor changes in customer perception, identify emerging issues, and improve communication with key business stakeholders.

The study aimed to capture relationship perception, satisfaction levels, and communication preferences among senior corporate banking clients. The target audience included senior decision makers and key relationship stakeholders, ensuring a comprehensive view across different levels of client engagement.

A key feature of the programme was a real-time red flag system, where any critical issues identified during interviews were immediately escalated to the client.

Reaching senior business decision makers required a highly tailored and flexible approach, given their limited availability and high expectations for professional engagement.

RONIN deployed executive-level interviewers to conduct 30-minute semi-structured telephone interviews with business decision makers, ensuring high-quality conversations and detailed insight capture. All interviews were conducted in the local language of each participant to maximise engagement and data quality.

To improve response rates and scheduling efficiency, online calendar booking and confirmation systems were implemented.

The study required capturing sensitive feedback on client relationships, making trust and professionalism critical. RONIN ensured that any issues raised during interviews were immediately flagged to the client, enabling rapid response and ongoing relationship management.

This global customer satisfaction programme is now an essential tool for understanding ongoing relationship dynamics and supporting stronger communication between the bank and its corporate clients.