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Capture the customer experience

IRS market research | Research services| Financial intelligence

What really happens in your branches? How engaged are your online banking clients? Are your teams offering products in a way that complies with regulations? Our tried and trusted Research Services can provide the answers to these and many other questions.

How it works

With more than 33 years of carrying out research in the banking industry, we understand the unique needs of retail banks and credit unions.

We offer:

  • Regulatory compliance self-testing programs
  • Competitive mystery shops
  • Customer engagement and loyalty research
  • Member engagement and loyalty research
  • Sales and service evaluation
  • Surveys
  • Gap analysis


How our Research Services can help

We’ll give you a true picture of what’s happening in each of your delivery channels, from frontline branches to online.

You’ll be able to see how engaged and loyal your customers are, as well as documenting what happens in loan application processes and how your teams handle situations with customers.

Plus you can better understand your competition, their products and how they are presented to the market with our competitive intelligence mystery shop program.

And you can use this information advantage to improve performance, compliance and customer engagement.

What's included

Custom programs

Custom programs

Understand and improve performance and employee behaviors.

Mystery shop program

Mystery shop program

In-branch, by phone and online.



Of your customers and the general population.

Identify potential licensing

Gap analysis

For sales strategies, staff training and more.

Competitive intelligence

Competitive intelligence

Understand competitors with our mystery shop program.

Financial Intelligence: latest

Free analysis

  • SEA Score, IRS Market Research

    What You Miss From Not Being Able to Speak to a Customer Face To Face

    By Susan Hines 02 Feb 2017

    Does the local bank branch matter anymore? The rise in online and mobile banking has not only changed how Americans bank, it has eliminated the need to visit a bank branch often.

  • SEA Score, IRS Market Research

    Are you asking all the wrong consumer satisfaction questions?

    By Susan Hines 02 Feb 2017

    Are your customers satisfied? It’s a pretty simple question, and one that elicits a straightforward answer. But when it comes to actually measuring customer satisfaction and loyalty, this question isn’t terribly revealing.

  • SEA Score, IRS Market Research

    Why Millennials See Banks Differently Than Baby Boomers

    By Susan Hines 25 Jan 2017

    There is just 20 years’ difference between the youngest Baby Boomer and the oldest of the so-called Millennial generation. But those two decades spell a big difference in how these generations view banks.

  • SEA Score, Informagic, Competitive Product Research, IRS Mar...

    Millennial Mindsets On Money and Mortgages

    By Sue Hines 31 Dec 2016

    Informa's study, Millennial Mindsets On Money and Mortgages, offers financial and mortgage professionals a compelling opportunity to gain deep perspective into the preferences of Millennial-aged homeowners and prospective home buyers. This white paper will explore the results of the study, conclusions to draw from this information, and how financial professionals can best use this data to benefit their own business.  

  • Competitive Product Research, IRS Market Research

    Competitive intelligence mystery shops

    By Brian Richards, Lori Jomsky and Paul Needels 22 Dec 2016

    Our competitive intelligence mystery shop programs help you better understand your competition.

  • IRS Market Research

    Robo-Advisors: Friends or Foes?

    17 Nov 2016

    FinTech has done it again - this time invading the financial investment world with Robo-Advisors.

    Topic RoboAdvisers FinTech

  • IRS Market Research

    What is Really Happening in your Branches?

    04 Nov 2016

    Amid news stories of branch staff at financial institutions opening accounts without customer’s knowledge, regulatory agencies mandating carefully monitored product explanations, and a wealth of security and safety issues facing employees that deal with the general public, you have to ask yourself, how do I even know what’s going on in my branches.

    Topic Industry News

Any questions?

If you have any general questions about our services and would like to learn more about how we can assist your business, please reach out to us via the form below and we'll get back to you shortly. If you prefer to get in touch by 'phone, please refer to the About section of our website for details of our nearest office and which products they serve.

Would you like to request a sample of how Financial Intelligence can help your business? Please fill in the form below and we'll get back to you.

Getting a demo tailored to your needs is the best way to see how our solutions will help you gain an advantage.

Request a live demo now:

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