Tracking Relationship Performance Among Global Corporate Banking Clients
RONIN partnered with one of the world’s leading banks to deliver an ongoing global programme tracking customer satisfaction and relationship performance among large corporate clients. Designed as a long-term study, the programme helps the client monitor changes in perception, identify emerging issues, and strengthen communication with key business stakeholders across international markets.
- 2,000 Interviews every year
- 18 Markets
- 3 Continents
Objectives
- Track customer satisfaction and relationship performance over time
- Understand perception, communication preferences, and emerging issues among corporate banking clients
- Gather feedback from senior decision-makers and key relationship stakeholders
- Support stronger client communication and relationship management across markets
Methodology
This ongoing global customer satisfaction program used 30-minute semi-structured CATI interviews. RONIN assigned executive-level interviewers to engage senior business decision-makers, ensuring professionalism and high-quality insights. All interviews were conducted in the participant’s local language to support engagement and data quality.
Sample & Coverage
-
30-minute
Interviews
-
6-year
Ongoing programme
-
Senior
Decision-makers and relationship stakeholders
The study spanned 18 markets across 3 continents and included senior corporate banking clients and key relationship stakeholders. This approach gave the client a comprehensive, continuous view of relationship performance across multiple engagement levels.
Challenge
Reaching senior business decision-makers required a tailored, flexible approach given their limited availability and high expectations for professionalism. Collecting sensitive feedback on banking relationships made trust, discretion, and consistency essential throughout the fieldwork.
How RONIN approached it
RONIN combined executive-level interviewing, flexible scheduling, and local-language fieldwork to maximize participation and data quality. Online calendar booking and confirmation systems improved response rates and streamlined interview coordination. A real-time red flag process enabled immediate escalation of critical issues to the client.
Results
The program gave the client an ongoing, structured view of customer satisfaction and relationship dynamics across global corporate banking markets. By combining high-quality interviews with real-time issue escalation, RONIN created a more responsive feedback system and supported stronger communication with key business clients.
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