Financial Services Partnerships

Thanks!

Just before we start, I would like to reassure you that any information you provide us with will be treated as confidential, and we will always hold the information you give securely, and delete it when no longer needed. Neither your name, nor the name of your organisation will be revealed to our client.

We conduct all studies in accordance with the UK Market Research Society Code of Conduct and, if you no longer wish to take part in the research, you can tell your interviewer at any time, and we will stop our conversation.

Can we proceed based on the above?*

Yes

No

Thank-you for the time you have taken to review this discussion – I will contact you about different projects in the future, if this is of interest to you?

SQ 1a) First, could you tell me if you, or any member of your family or close friends, work or have worked in, any of the following occupations?*

a) Public Relations

b) Advertising

c) Media

d) Market Research

e) Journalism

f) More than one of these

g) Refused to answer

h) None of these

Please select one or more options: MULTICODE

SQ 2) Have you ever taken part in a market research group discussion or interview, where the subject matter had anything to do with telecoms or technology in the last 6 months?*

a) Yes

b) No

Please select one option: SINGLE CODE

SQ 3) Please briefly describe the market research group discussion(s) or interview(s) you have taken part in during the last 6 months, including detail on the topics covered, brands discussed, and any materials or stimuli shared during the sessions.*

Please describe above: (about two sentences)

SQ 4) Where are you based for work?*

Please select one option: SINGLE CODE

SQ 5) What is the name of the firm you work for? Please note this won’t be disclosed to the research sponsor or attributed back to you directly.*

Please describe above: (name of your firm)

SQ 6) Which of the following aspects of Financial Services does your company operate in?*

a) Personal or SME business Banking - provision of bank and savings accounts to individuals or small to medium sized businesses

b) Insurance - provision of insurance policies

c) Corporate Banking or Corporate Insurance

d) Wealth Management – provision of investment advice and/or services

e) Other

Please select one or more options: MULTICODE

Please specify below: (other FS operations)*

SQ 6ii) Which of the following types of insurance do you offer?*

a) Home

b) Business

c) Identity Theft / Cyber / On-line Security

d) Medical / Health

e) Life

f) Travel

g) Insurance not offered

h) Other

Please select one or more options: MULTICODE

Please specify below: (other types of insurance offered)*

SQ 7) Which of the following best describes the scale of your firms operations?*

a) International (operating across multiple separate countries)

b) National/Country wide (all regions/sates within the market)

c) Regional (covering a region/group of states)

d) Insurance (provision of insurance policies)

e) Local (only providing services limited to a specific state or region)

f) Other specify

Please select one option: SINGLE CODE

Please specify below: (scale of operations)*

SQ 8) Approximately how many customers does your firm serve – please just provide a rough approximation?*

a) Less than 1 million

b) Between 1 – 2 million

c) Between 2 – 5 million

d) Between 5 – 10 million

e) Between 10 – 50 million

f) Between 50 – 100 million

g) Over 100 million

h) I don’t know

Please select one option: SINGLE CODE

SQ 9) How many years has your organisation been operating?*

a) Less than 2 years

b) 2 – 5 years

c) 6 – 10 years

d) 11 – 15 years

e) 16+ years

Please select one option: SINGLE CODE

SQ 10) Please could you tell me your exact job title?*

Please specify above: (job title)

SQ 11) How long have you been working in your current role?*

a) Less than 6 months

b) 6 months – 2 years

c) 2 – 5 years

d) 6 – 10 years

e) 10+ years

Please select one option: SINGLE CODE

Q12) What division of your firm do you mostly operate within?*

a) Personal or SME business Banking – Provision of bank and savings accounts to individuals or small to medium sized businesses

b) Insurance - provision of insurance policies

c) Corporate Banking or Corporate Insurance

d) Wealth Management - provision of investment advice and/or services

e) Other

Please select one option: SINGLE CODE

Please specify below: (other division)*

SQ 13) Are you personally responsible for or do you directly contribute to any of the following aspects of your firms operations?*

a) Product engagement and adoption

b) Customer experience and customer retention

c) Customer acquisition

d) Banking/ servicing

e) Product roadmap and innovation

f) Risk and fraud management

g) Partnerships with external companies offering customer-facing products or rewards/perks

h) Customer benefits

i) None of these

Please select one or more options: MULTICODE

SQ 14) Which of these best describes your level of responsibility in each of the specific areas you operate within?*

	1) Overall responsibility (sign-off company/ product strategy)	2) Decision making responsibility (Agree priorities and direction within strategy)	3) Influencing responsibility (Day-to-day implementation)	4) Not involved / do not operate in
a) Product engagement and adoption
b) Customer experience and customer retention
c) Customer acquisition
d) Banking/ servicing
e) Product roadmap and innovation
f) Risk and fraud management
g) Partnerships with external companies offering customer-facing products or rewards/perks
h) Customer benefits

Single “click” for each row: One “Click” per row

SQ 14b) If you have responsibility over several areas above, which operation is your main priority?*

a) Product engagement and adoption

b) Customer experience and customer retention

c) Customer acquisition

d) Banking/ servicing

e) Product roadmap and innovation

f) Risk and fraud management

g) Partnerships with external companies offering customer-facing products or rewards/perks

h) Customer benefits

i) None of these

Please select one option: SINGLE CODE

SQ 15) Are you personally involved with any external partners that offer customer-facing products or rewards/perks to your customers? eg rewards, perks, travel benefits, insurance, identity theft/ anti-fraud products. Please note we do not mean partnerships to manage data internally - we’re referring to partnerships with other B2C companies that improve the product offering to your customers*

a) Yes

b) No

Please select one option: SINGLE CODE

SQ 15a) Which external partners or parties do you currently work with, and / or what support or benefits do they offer your customers?*

Please specify above: (external partners and / or support or benefits offered)

SQ 15b) Would you be open to working with any external partners or parties that offer customer-facing products or rewards / perks to your customers? eg rewards, perks, travel benefits, insurance, identity theft / anti-fraud products. Please note we do not mean partnerships to manage data internally - we’re referring to partnerships with other B2C companies that improve the product offering to your customers*

a) Yes

b) No

Please select one option: SINGLE CODE

And finally, a few quick questions about yourself:

SQ 16) How old are you?*

a) Less than 18

b) 18 - 25

c) 26 - 35

d) 36 - 45

e) 46 - 55

f) 55+

Please select one option: SINGLE CODE

SQ 17) What is your gender?*

a) Male

b) Female

Please select one option: SINGLE CODE

CONSENT

We would like to consider inviting you to take part in this research which consists of a 1-hour interview via Zoom which will help us understand the financial services sector, how new customer propositions are developed, how partnerships are evaluated, and the current sentiment around cyber-safety and anti-fraud offerings. In taking part in the interview, you agree that these answers (which will be recorded and transcribed) may be viewed by MTM (an independent research and consultancy agency who are conducting the research) and by their client. The client may also observe interviews live, but you would be renamed ‘respondent’ to protect your anonymity. The transcripts and recordings would only be used to assimilate the research findings - results would be reported in aggregate and nothing would be attributed back to you personally.

So, you will not be identified to the client and only anonymised transcripts will be shared - they will only see the image you present and hear the name that you use during the discussion.

SQ 18) Are you happy to take part in the interview as described?*

a) Yes

b) No

Please select one option: SINGLE CODE

APPOINTMENT

Thank you - we will be interviewing from Mon 16th December onward - could you advise of two or three suitable interview times (preferably 15, 30, 45 mins or on the hour), so that we can speak for up to 60 minutes when it’s mutually convenient.*

Earliest Date and Time*

Next Date and Time (if available)

SQ 19) Thank-you, I would be grateful if you could confirm a few final details:

Your Name*

Job Title*

Job title of person you report to*

Company name*

Phone (inc international dialling code)*

Email*

LinkedIn profile link

Online screening questionnaire – Financial Services Partnerships