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. 

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