Our Expertise
Client Satisfaction is our #1 Goal
With a 90% client retention rate, Barlow Research has gained a reputation as a research partner with the right data, tools and expertise. Our clients enjoy improved relationships with their customers thanks to insights garnered through our in-depth research and actionable analytics.
Discover why our clients keep coming back to Barlow.
REGIONAL BANK ACHIEVES BEST IN CLASS RELATIONSHIP MANAGEMENT
With the goal of developing greater consistency and quality in customer experience, our client implemented our proposed Path to Excellence. The bank found success with a five-year plan built around an annual measurement of the customer experience and utilizing personalized customer results for each banker and a mentorship and reward program designed to help high-performing bankers teach other the skills that create exceptional loyalty.
"Over the last five years our scores have moved from describing the average bank to one of the best banks in our region. The front-line bankers feel our success. I am proud to tell people I work for (this Bank)."
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LARGE DATA-DRIVEN BANK INCREASES MARKET SHARE
A leading bank integrates our Small Business Voice of the Customer iDatabase into their data visualization tools and analytics models. Using this improved data set, their strategy groups have the ability to create solutions and make decisions that are attractive to their own customer base as well as new prospect groups, resulting in increased market share.
"Licensing the Barlow Research iDatabase has made our ability to validate strategy and determine opportunities more efficient. Knowing that the information can be quickly accessed and replicated through our internal systems without training an employee on yet another proprietary software has made bringing insights to all levels of the organization, even our bankers, very easy."
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FINANCIAL SERVICES SOLUTIONS PROVIDER INCREASES USER BASE AND IMPROVES PRODUCT LINE
When this startup company needed to introduce a new product to the industry, they took advantage of the many benefits of being both a Barlow Research Client Conference sponsor and participating in our innovation showcase. Sharing their solution with all conference attendees and utilizing one-on-one conversations with small business banking professionals they were able to increase their user base and incorporate feedback to improve their solution.
"There are two things that we really love about the Annual Barlow Research Client Conference. First, the conference is very collaborative in nature, bringing together banking professionals that are engaged and want to have conversations on how to improve their business. Second, the target market is business banking professionals, meaning every one of our conversations is with an engaged prospect or customer of our product. Our time at the conference does not have to be used to identify leads but instead to nurture relationships with prospects and customers because every Barlow conference attendee is a lead."
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A LARGE REGIONAL BANK IMPROVES
CUSTOMER CROSS-SELL
Our client utilized our Feedback and Action Planning workshops and Voice of the Customer Research needed to shift the focus from individual relationships and communicate the broader picture of the marketplace. They found success with improved processes for treasury management solutions and error resolution, leading to greater cross-sell and loyalty.
"Our Relationship Managers look forward to receiving their results. They compare it to receiving your ACT scores. Thanks to normative data, they know in what areas they are performing better than, the same or worse than the market. These workshops help to focus our internal strategy groups on solutions that have improved treasury management cross-sell and error resolution."
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MEDIUM-SIZED REGIONAL BANK TAKES A CLOSER LOOK AT BRAND AWARENESS
When this bank wanted to determine and grow brand awareness, we used a custom research program to know their current usage and awareness statistics. The data was to be a baseline measurement that they could use to track against after marketing campaigns implementation.
"With the data from our custom Barlow Research study, we were able to set a realistic baseline for our current usage and awareness of our institution. Once we set our marketing campaign into action, we will commission another study to track our progress."
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LARGE NATIONAL BANK EXPLORES UNBIASED COMPARISON TO THEIR PEERS
When a leading bank needed to measure their performance against the competition and understand where they were underperforming, they subscribed to Barlow Research’s Syndicated Small Business Program and Barlow Research’s Syndicated Middle Market Banking Program. The results helped them to better understand high- and low-performing areas and see how their scores have changed year-over-year.
"The wealth of data and deliverables we get from being subscribed to Barlow Research’s Syndicated Programs is invaluable. We are able to get national normative data in both the Small Business and Middle Market spaces, as well as peer bank comparisons. Over the 10 years that we’ve been subscribers, we’ve gotten to see our scores improve year-over-year. It is with the knowledge provided by these Programs that we’ve been able to implement strategies to get to where we are today."
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LARGE BANK KEEPS A STEADY PULSE ON
SERVICE EFFECTIVENESS
A top national bank needed to understand specifics about its strengths and opportunities for improvement from the customers’ point of view and engaged us to conduct an oversample study to compare response patterns among customers who consider the bank their primary bank with customers of other banks. The results provided the bank with a tool to establish key strategy improvement goals every year and receive key insights into brand strength.
"Barlow’s research program has given our organization the data needed for our team and other teams on the Business Banking side to be confident in the decisions we make. This is our benchmarking tool that lets us know how good of a job we’re doing, and it has helped us make improvements in important areas every year."
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FORWARD-THINKING BANK FINE-TUNES LENDING STRATEGY DELIVERY
A top national bank needed fresh insights from business customers to better understand current issues while facilitating steady growth for the business. Using a Barlow Expert Panel, the bank was able to sharpen the delivery of its lending strategy and rejuvenate its service delivery in a way that conveyed how they could effectively meet their customers’ credit needs.
"Working with Barlow has been critical in allowing our team to build a framework on how we communicate our value proposition to our customers. Business owners have diverse yet very specific credit needs, and the ability to tap into the Voice of the Customer as we build our offering has made us successful."
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REGIONAL BANK SEEKS INCREASES TO CUSTOMER BASE AND EXPANDS FOOTPRINT
Wanting to expand value propositions without knowing exactly what the new value proposition should be, this client utilized a Strategy Map and Optimization Meeting to create a go-to-market strategy that included the introduction of several new branches and the re-structuring of other parts of the bank to streamline small business prospecting.
"The Barlow Research analysis and optimization meeting gave us a great foundation to kickoff our new strategy in the small business space. This project helped mobilize our team, giving us direction into what markets are important and how we need formulate a go-to-market strategy."
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FINANCIAL SOLUTIONS PROVIDER GENERATES LEADS AND GETS BRAND EXPOSURE
A new start-up financial solutions provider uses our Practice Workshop session at the annual Client Conference to engage a group of financial institution decision-makers in an educational forum about specific needs of small businesses. Prior to the session, we partnered with the client to author a white paper, which was delivered at the session to generate qualified leads and provide brand exposure and networking opportunities.
"Our participation in the Best Practice Workshop at Barlow Research’s Client Conference gave us a great opportunity to reach our targeted audience in the financial services space. Not only were we able to highlight our products and showcase our knowledge in the small business market, but it also provided us with some key contacts."
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LEADING NATIONAL BANK BUILDS EFFECTIVE ONLINE BANKING FEATURES
When a leading national financial institution needed to update their online banking platform we used a three-phase plan to gain competitive intelligence and understand the voice of the customer. The bank gained the competitive intelligence they needed and used the primary research and concept testing to drive their online banking strategy.
"The multiphase approach to this research allowed the bank to learn something new at each stage. By using those results to drive the next stage of research, the bank was able to better understand the competitive landscape, how businesses use these features and evaluate the feedback to their offering concept. This research determined what is important to the user and what they prefer when using this functionality."
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COMMUNITY BANK ESTABLISHES RESEARCH-BASED SERVICE QUALITY METRICS
A community bank in a growth phase reaches out for a budget-friendly turnkey solution to set an actionable baseline for bank and banker performance service quality metrics. The Barlow Research Customer Experience Assessment provides a step-by-step customer research solution, including generation of the customer list, self-administering a proven and effective questionnaire. Data collection and dashboard reporting provided to the client, along with full analysis reporting, resulted in a greater understanding of their customer base and actionable improvements.
"Licensing the Client Experience Assessment was an excellent decision. It allowed me to focus my efforts in other areas and gave me the peace of mind that the research being done was high quality and from a professional source. It has created a baseline of reporting metrics that will help us measure and continue to improve customer satisfaction and loyalty."