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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 Banking 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

  • Market Research Solutions

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    In the News: Order in the courtship: How banks can become number one with fickle customers

    By Susan Hines 31 Jul 2017

    News article: The competition for market share in the banking industry is fierce.  As a result, the typical customer gets inundated with an array of offers from a variety of financial institutions - from the traditional retail bank to online lenders, payment providers and mobile-only banks.

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    Informa Financial Intelligence Named to Annual AMA Top 50 Market Research Firms Report

    20 Jun 2017

    For the past 10 years, Informa Research Services has appeared in an annual AMA Top 50 Market Research Firms Report listing of the top 50 market research firms in the United States. This year Informa Research Services’ U.S. based market research revenue is combined with the U.S. based market research revenue throughout our platforms to be listed as Informa Financial Intelligence at #22 in this annual listing.

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    The Red Flags You’re Missing Because of Antiquated Customer Satisfaction Data

    By Susan Hines 11 May 2017

    These days, providing exceptional customer service won’t keep customers happy or win you new ones. It sounds strange. The first lesson in Business 101 is that a happy, loyal customer feeds the engine that drives profits and growth. Satisfied customers love your brand, recommend you to friends and family and would never consider switching banks. A high promoter score means you’re making all the right moves to ensure a prosperous future. Wrong.

  • SEA Score, Market Research Solutions

    Why Customer Data Is Nothing Without Strategy

    By Susan Hines 10 May 2017

    Banks are in the data business. They have long had access to more consumer data than almost any other segment of corporate America. The value of that very data can’t be overstated. It means they can create more targeted and cost-effective marketing campaigns, develop products and offers specifically tailored to customers’ wants and needs and even develop better ways to determine a customer’s creditworthiness and detect fraud.

  • SEA Score, Market Research Solutions

    Is Your Bank’s Focus on Customer Loyalty Hurting Growth?

    By Susan Hines 09 May 2017

    Is loyalty in customers a good trait or a bad one? It might seem like a silly question. After all, executives and marketing professionals have viewed loyalty as a kind of Holy Grail for consumers.

  • SEA Score, Market Research Solutions

    Customers Are Complex. So Why Is the Data Polling Them Not?

    By Susan Hines 08 May 2017

    Bank customers have changed dramatically over the past decade, as has their relationship with the banks they use. Yet, the way banks study and evaluate these very complex customers hasn’t kept pace. That means the data banks are collecting on customers won’t help them to make decisions on service now or in the future.

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    Why You Can’t Ask Just One Question to Gauge Customer Loyalty

    By Susan Hines 04 May 2017

    You don’t get the right answers if you’re asking the wrong questions. It’s an even bigger problem when you’re only asking one question.

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    3 Ways Customer Satisfaction Differs From Customer Loyalty

    By Susan Hines 03 May 2017

    The financial services industry makes extensive use of programs that measure satisfaction and loyalty. To many, the two terms are interchangeable. After all, it stands to reason that a satisfied customer will stay put, and isn’t that the definition of loyalty. No, it isn’t.

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    How Better Customer Data Allows You to Attract and Win Business

    By Susan Hines 02 May 2017

    Jack Welch, the former chairman and CEO of General Electric, once said, “An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage.” This statement has never been more valid.

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    What It Takes To Become A Customer’s Primary Financial Institution

    By Susan Hines 24 Apr 2017

    The competition for market share in the banking industry is fierce. The typical customer is inundated with an array of offers from a variety of financial institutions, from the traditional retail bank to online lenders, payment providers and mobile-only banks. So it’s no wonder that rising numbers of consumers are increasing comfortable having relationships with several banks.

  • SEA Score, Market Research Solutions

    War on Attrition: How Your Data Fails To See the Customers Who Are Ready To Leave

    By Susan Hines 21 Apr 2017

    The eruption of mobile banking and a worldwide financial crisis that shook consumer confidence have altered forever how customers interact with their financial institutions. Banks that hope to ensure future growth need to find ways to not only attract new customers, but also keep their existing one from walking out the door.

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    Why Off-the-Shelf Research Should Stay On the Shelf

    By Susan Hines 19 Apr 2017

    As the importance of marketing has accelerated for traditional retail banks in the highly competitive digital era, why would anyone make due with any old generic market research?

  • SEA Score, Market Research Solutions

    Why Satisfaction Data Misses What Customers You Don’t Yet Have Really Want

    By Susan Hines 11 Apr 2017

    These days, a high customer satisfaction score means almost nothing when it comes to winning new business.

Meet the team


Chuck Miwa

Management, Head of Retail and Consumer Banking, Financial Intelligence

California, USA

Chuck Miwa

Chuck specializes in

  • Customer Experience/Engagement/Loyalty
  • Retail Banking Products
  • Retail Lending
  • Benchmarking

+32 year(s) experience


Jennifer Rossum

Management, Chief of Staff

Massachusetts, USA

Jennifer Rossum

Jennifer specializes in

  • Retail Banking Products
  • Customer Experience/Engagement/Loyalty
  • Money Market Funds

+21 year(s) experience

Any questions?

Would you like to request sample data or analysis from Informa Financial Intelligence? 

See how our tailored solutions can help you gain a competitive advantage: 

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