Pilot testing a new banking product with our in-house research panel

The Challenge

Provide pre-launch product testing using our panel of consumers for a new bank account.

The Insight

Combination of in-branch, phone and online mystery shopping using existing bank customers who were tasked with opening a new account during the pilot launch phase. Tests carried out to check:

• Transaction processes working successfully.
• Rates and fees being applied to transactions.
• Correct communication received (SMS, email and letters).
• Understanding of branch and contact centre staff training.

Deliverables included:

• All 106 tests recorded and issues communicated to client team daily.
• Excel summary of all tests completed and their outcomes.
• Executive summary of outstanding issues found.

The Impact

The bank was confident that the product was ready to take the next step towards full account launch.

A reduction in customer issues and complaints post launch as final bugs were identified and ironed out beforehand. 

- Get a quote -