Evaluating the investor experience

The Need

A major social trading and crypto platform required an in-depth understanding of their end-to-end customer experience to inform their future development.

Our Approach

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 Outcome

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.

Related case studies and insight

Investigating changing healthcare product usage Case Study

Investigating changing healthcare product usage

Brand and Communications

Understanding the readers of a major publishing house post-merger Case Study

Understanding the readers of a major publishing house post-merger

Stakeholder Understanding

Future proofing the reputation of a major global broker Case Study

Future proofing the reputation of a major global broker

Stakeholder Understanding

Tracking customer satisfaction of financial products Case Study

Tracking customer satisfaction of financial products

Stakeholder Understanding