BVA GROUP and BABEL start paving a new way

19th Sep 2018

Is digital banking adding brand value for customers with disabilities?

18th Sep 2018

Almost 1 in 5 adults in the UK report living with a disability or impairment (18%), some of which limit a customer’s ability to engage with their banking provider, and fewer than 1 in 10 online bankers or mobile banking app users reported that they received any form of specialist treatment or service tailored to their individual circumstances when they last used their digital platform. But how does this impact on brand perception?

Is loyalty just skin deep? Brand switching in Singapore's personal care market

5th Sep 2018

Over a six month period, three in five consumers tried an alternative personal care brand to their usual purchase, according to our recent research.

A refreshing change? Brand defection in Singapore’s soft drinks market

5th Sep 2018

Singapore’s $600m+ soft drinks market is undergoing major changes. Rising concerns about diabetes have resulted in seven of the major soft drinks manufacturers committing to lowering the sugar content of their drinks to less than 12% by 2020 - but rising concerns about health in general are opening up the soft drinks market.

Streaming or dreaming? Why Singapore’s streaming brands need to stand out

5th Sep 2018

Smartphones have made the mundane moments of life – commuting or waiting in line – nearly bearable, and streaming content is now an almost daily part of our lives. But as new markets rapidly emerge, so do new challenges for brands.

You’re only as late as they think you are; why trains don’t always need to be on time

30th Aug 2018

Punctuality in the rail sector is formally measured by transport authorities as a measure of good performance. However, it is only ever a pure assessment of train performance – it is never measured from the passenger perspective, which matters most.

Banks, building societies and BVA BDRC publish benchmarking study results

15th Aug 2018

Comprehensive data from BVA BDRC about the quality of service offered to SME business current account holders is now available. This latest major project adds to the company’s suite of benchmarking insights provided to clients.

Are Monzo and Starling Bank changing the customer advocacy game?

9th Aug 2018

The last 18 months has seen a significant number of app-only financial services platforms setting extremely high standards of customer advocacy at both relational and transactional levels. Are these newcomers changing the customer advocacy game?

Now Available: Rail Reputation Index Report 2018!

30th Jul 2018

We are pleased to announce that the Rail Reputation Index 2018 report is now available! New for 2018, we now utilise Social Analytics for a deeper understanding of real customer conversations about (and experiences of) individual rail brands.

How much value do we attach to airline brands?

18th Jul 2018

Airline brands really do matter; our data shows that there are marked differences in the perceived value of different airline brands. Read more about how we're investigating their true value, and find out who came out on top in our pilot study.

Why targeting millennials is bad for your brand

18th Jul 2018

The momentum behind millennial targeting is surprising. Why has the idea taken hold? Is there any truth in it? Should we abandon our psychographic models and go back to age cohorts? Jon Young evaluates the millennial targeting trend.

If you need a nudge; behavioural economics and ‘Nudge’ theory

11th Jul 2018

How exactly does 'Nudge' work, and how can we apply it? Andrew Lea discusses nudge theory following his recent presentation at the ESOMAR June event.