CYB Group: Significant savings on research costs

Case study: Cut research spending on third party call centres

Company
CYB Group, UK

Industry
Banking and Finance

About CYB Group
CYB Group is an international financial services organisation that provides a comprehensive and integrated range of financial products and services, incorporating Clydesdale Bank and Yorkshire Bank in the UK

Objective
Cut research spending on third party call centres

Result
Significant savings on research costs

Areas of Use

  • Event and course evaluations
  • Employee satisfaction
  • Entry/exit surveys
  • Customer satisfaction and opinion

“I estimate that we have saved well over 100,000 GBP on research costs this past year using QuestBack.”

Mathew Sutcliffe, Research Analyst – Customer Knowledge, Products & Marketing at CYB Group

OBJECTIVE

The CYB Group has been an active QuestBack customer since 2006. “The main reason we chose QuestBack, was that rival companies charged per survey, and we did not know how many survey’s we would want to produce. We felt very limited. Whereas QuestBack has a one-time subscription fee which allows us to produce as many surveys as we would like. I was also impressed with our account manager at QuestBack. The training and support we receive from them is first class!”

SOLUTION

The reporting capabilities of QuestBack allow the user to conveniently access up-to date survey results and statistics. “Now we do not need to wait to receive results from the call centre. We can access the reports in real-time and analyze the raw data. I am then able to export the raw data directly into a Power Point presentation and use this as a basis for my own presentation. QuestBack allows me to work more efficiently and saves me a considerable amount of time,” comments Mathew Sutcliffe, Research Analyst,

The reporting capabilities of QuestBack allow the user to conveniently access up-to date survey results and statistics. “Now we do not need to wait to receive results from the call centre. We can access the reports in real-time and analyze the raw data. I am then able to export the raw data directly into a Power Point presentation and use this as a basis for my own presentation. QuestBack allows me to work more efficiently and saves me a considerable amount of time,” comments Mathew Sutcliffe, Research Analyst, CYB Group.

RESULT

“With QuestBack we listen and can further act on what our customers’ have to say,”
states Mathew. From a recent customer survey, we found that by including the new product interest rates in our communications, our customers would benefit from more informed decisions on whether to re-invest or not. We have since begun to supply this information in the correspondences with our customers.”

“QuestBack has helped us significantly reduce our research costs! Previously, we used a third party call centre to conduct the research. We were charged per survey which would quickly add up and be quite costly. With QuestBack, we are able to do the research ourselves and eliminate the need to outsource it. I estimate that we have saved well over 100,000 GBP on research costs this past year by using QuestBack. This is money that we have invested directly back into the company, our customers and our shareholders,” highlights Mathew.

See how we can offer you a cost-effective research solution to help you to stay informed.

Contact us today for a consultation.

Company
CYB Group, UK

Industry
Banking and Finance

About CYB Group
CYB Group is an international financial services organisation that provides a comprehensive and integrated range of financial products and services, incorporating Clydesdale Bank and Yorkshire Bank in the UK

Objective
Cut research spending on third party call centres

Result
Significant savings on research costs

Areas of Use

Event and course evaluation
Employee satisfaction
Entry/exit surveys
Customer satisfaction and opinion

“I estimate that we have saved well over 100,000 GBP on research costs this past year using QuestBack.”

Mathew Sutcliffe, Research Analyst – Customer Knowledge, Products & Marketing at CYB Group

OBJECTIVE

The CYB Group has been an active QuestBack customer since 2006. “The main reason we chose QuestBack, was that rival companies charged per survey, and we did not know how many survey’s we would want to produce. We felt very limited. Whereas QuestBack has a one-time subscription fee which allows us to produce as many surveys as we would like. I was also impressed with our account manager at QuestBack. The training and support we receive from them is first class!”

SOLUTION

The reporting capabilities of QuestBack allow the user to conveniently access up-to date survey results and statistics. “Now we do not need to wait to receive results from the call centre. We can access the reports in real-time and analyze the raw data. I am then able to export the raw data directly into a Power Point presentation and use this as a basis for my own presentation. QuestBack allows me to work more efficiently and saves me a considerable amount of time,” comments Mathew Sutcliffe, Research Analyst,

The reporting capabilities of QuestBack allow the user to conveniently access up-to date survey results and statistics. “Now we do not need to wait to receive results from the call centre. We can access the reports in real-time and analyze the raw data. I am then able to export the raw data directly into a Power Point presentation and use this as a basis for my own presentation. QuestBack allows me to work more efficiently and saves me a considerable amount of time,” comments Mathew Sutcliffe, Research Analyst, CYB Group.

RESULT

“With QuestBack we listen and can further act on what our customers’ have to say,”
states Mathew. From a recent customer survey, we found that by including the new product interest rates in our communications, our customers would benefit from more informed decisions on whether to re-invest or not. We have since begun to supply this information in the correspondences with our customers.”

“QuestBack has helped us significantly reduce our research costs! Previously, we used a third party call centre to conduct the research. We were charged per survey which would quickly add up and be quite costly. With QuestBack, we are able to do the research ourselves and eliminate the need to outsource it. I estimate that we have saved well over 100,000 GBP on research costs this past year by using QuestBack. This is money that we have invested directly back into the company, our customers and our shareholders,” highlights Mathew.

See how we can offer you a cost-effective research solution to help you to stay informed.

Contact us today for a consultation.

See how we can offer you a cost-effective research solution to help clients stay informed

Smarter, faster feedback

View live survey results and dashboards, and use our simple analysis tools.

Smarter, faster feedback

View live survey results and dashboards, and use our simple analysis tools.