Neo-Bank Experience & Satisfaction Survey
Evaluate how neo-bank customers compare onboarding, everyday payments, support responsiveness, security, rewards, and value when choosing and using digital accounts across competing providers, so you can sharpen acquisition, pricing, retention, positioning, conversion, and channel strategy.
CONTEXT & RELEVANCE
Why run this survey now
Most neo-banks don't lose customer loyalty purely on pricing. They underperform due to onboarding friction, unreliable support, payment failures, unclear fees, and weak rewards, none of which fully show up in app ratings or NPS.
If you are...
- Digital banking growth leaders
- Customer experience heads
- Product and journey owners
- Risk and operations teams
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete neo-bank journey from discovery to advocacy and switching.
Discovery & Choice
- Provider awareness sources
- Account selection criteria
Onboarding & Activation
- Identity verification effort
- First funding experience
Payments & Reliability
- Transaction success consistency
- Card and transfer confidence
Features & Value
- Feature usefulness hierarchy
- Fee and reward trade-offs
Support & Recovery
- Support channel effectiveness
- Complaint resolution quality
Trust & Security
- Security reassurance cues
- Data control confidence
Engagement & Loyalty
- Primary account progression
- Retention and habit signals
Advocacy & Switching
- Referral willingness drivers
- Switching risk triggers
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For Neo-Bank Experience & Satisfaction Survey, we recommend a mobile-first quantitative approach supported by targeted qualitative validation, with flexible data-collection modes to balance reach, depth, and verification.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the digital banking and fintech space.
Digital Account Proposition Testing Across Urban Segments (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Digital Account Proposition Testing Across Urban Segments (India)
Premium Account Bundle Exploration for Digital Savers (Southeast Asia)
Digital Account Proposition Testing Across Urban Segments (India)
OBJECTIVE
A pan-India digital finance player needed to understand how salaried starters , gig workers , and young families evaluated zero-fee accounts, cashback-led offers, and bundled savings propositions before selecting a primary digital banking relationship.
WHAT WE DID
An online survey covered 1,200 category prospects and recent openers, measuring message clarity , offer credibility , provider consideration , acquisition channel exposure, feature trade-offs, and likelihood to choose across income, city tier, and current banking status.
DELIVERED
Delivered a proposition preference map , message territories , channel levers , and cohort-specific consideration pathways, clearly showing which claims, rewards, and account benefits resonated with each audience without attributing downstream commercial outcomes.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between salaried users, gig workers and self-employed customers?
How will you measure neo-bank preference beyond simple ratings?
Will the survey map the full neo-bank customer journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our primary-account acquisition?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.