Evaluating the investor experience
A major social trading and crypto platform required an in-depth understanding of their end-to-end customer experience to inform their future development.
Blending quantitative and qualitative methodologies, Opinium conducted a series of in-depth video and telephone interviews with customers to determine the drivers, considerations, and barriers of investing with the platform.
This was then followed by a succinct 10-minute online survey to validate customer experiences, measure levels of satisfaction with the platform, and prioritise areas for improvement.
The research programme clearly identified and prioritised the ‘quick wins’ for the platform to improve trader experience, provided clear recommendations on how to optimise future messaging and communications and created actionable benchmarks to measure on-going performance within a competitive context.