List of Reports
To download a report brochure you will need 
iPad Banking Series - Part 1
July 2010
Part 1 of the iPad Banking Series that looks at the banking customer experience on the iPad
Whether you believe the hype or not or think that Apple’s biggest strength is their marketing capability, there is no getting away from the fact that their products “just work”.
The iPad is the latest product from the American innovators and this report looks at how well it does from a banking perspective. Or looking at it another way, it is a look at how well the banks have done in the applications and services launched in the past couple of months.
For those involved in digital banking across a strategic, marketing, product, sales or development perspective, this will be a useful insight – and what we believe to be the first on the market.
Examples are provided across a number of banks, applications and services and where relevant we have applied our experience gained in online and mobile financial services to present you with a number of issues to consider when planning, designing and developing a best-in-class iPad banking experience.Whilst the adoption is still in the very early stages, there is no doubt that more is to come.
That’s why this report is the first in a handful of reports over the next 12 months where we will be watching the developments just as closely as we have done with the online and mobile worlds for the past 10 years.
Mystery Shopping: PMI via the Internet - 10th Edition
May 2010
10th Edition of Mystery Shopping PMI via the Internet available for subscription
This PMI Mystery Shopping study will assess the current provision of private medical insurance on the internet. Your site will be measured and benchmarked against that of your competitors on a range of visitor modes including: quality and accessibility of product information, requesting a quote and purchasing online. An action plan will provide you with clear recommendations for improvement that are illustrated in a summary presentation using screenshots.
The results show which sites are the best in terms of the overall consumer experience – and outline how this has been achieved. Winning sites will be easy and quick to use, be backed up by efficient customer service, whilst maintaining a personal feel to them. The very best sites will encourage visitors to return to purchase other services through an excellent service offering at all levels.
Why subscribe
Clients who have subscribed have used the outputs of the research to meet a broad range of business imperatives. These have included:
- Taking specific areas of over or under performance and converting these into business cases
- Using the Best Practice checklist provided as the main inputs for annual planning
- Circulating the comparative ranking charts for internal education
- Introducing new staff to the market
- Confirming current policy
Motor and Home Insurance via the Internet
January 2010
This study will assess the current provision of motor and home insurance on the internet. Each provider site will be assessed on specific key criteria, including: quality and accessibility of product information; clarity of quotes provided; on-site resources; pricing explanations; overall ease of doing business. The ABI guidelines will be applied within these criteria.
The results will show which sites are the best in terms of the overall consumer experience – and outline how this has been achieved. Winning sites will be easy and quick to use, have clear concise information, and transparent
pricing.
Report price: £7500
Helping Customers Get Closer to Their Finances
January 2010
This report looks at how financial services providers have taken steps to enable customers to get closer to their finances, through the deployment of interactive tools and educational content.
Report price: £1500
Making Life Easier for Customers
January 2010
This report looks at how financial services providers have taken steps to make life easier for customers by allowing customers to personalise and customise their internet banking experiences
Report price: £1500
Using Social Media to Rebuild Customers' Trust
January 2010
This report looks at how financial services providers have taken steps to rebuild customers' through social media.
Report price: £1500
Connecting with Customers Through Their Mobiles
January 2010
This report looks at the mobile and SMS services of financial services providers worldwide; a small group of innovators have been showing the way in this field
Report price: £995
Keeping Customers Safe from Fraud
January 2010
This report looks at how financial services providers have taken steps to enable customers to get closer to their finances, through the deployment of interactive tools and educational content.
Report price: £995
Mystery Shopping: PMI via the Internet - 9th Edition
May 2009
9th Edition of Mystery Shopping PMI via the Internet available for subscription
Within the current economic climate, the private medical insurance market has become more competitive. Only providers with clear online strategies and easy to use websites can expect to profit in this environment.
This PMI Mystery Shopping study will assess the current provision of private medical insurance on the internet. Your site will be measured and benchmarked against that of your competitors on a range of visitor modes including: quality and accessibility of product information, requesting a quote and purchasing online. An action plan will provide you with clear recommendations for improvement that are illustrated in a summary presentation using screenshots.
The results show which sites are the best in terms of the overall consumer experience – and outline how this has been achieved. Winning sites will be easy and quick to use, be backed up by efficient customer service, whilst maintaining a personal feel to them. The very best sites will encourage visitors to return to purchase other services through an excellent service offering at all levels.
Why subscribe?
Clients who have subscribed have used the outputs of the research to meet a broad range of business imperatives. These have included:
- Taking specific areas of over or under performance and converting these into business cases
- Using the Best Practice checklist provided as the main inputs for annual planning
- Circulating the comparative ranking charts for internal education
- Introducing new staff to the market
- Confirming current policy
A Changing Landscape: Online & Mobile Financial Services 2008 - 2010
December 2008
The financial services industry has made a lot of headlines in 2008. However, even in the current financial climate, major developments in the online channel continue. The deployment of rich internet applications, web 2.0 technology and mobile phone integration in the year has meant we have been busy keeping up with developments both in the UK and internationally – and we are excited about the future.
This year’s Landscape report is not only just a look at the UK banking market, but an analysis of all retail financial services, international online banking and mobile banking. We have also added a consumer opinion component and a look at what lies ahead for online banking in the coming years. It’s an exciting report that reflects exciting times for the internet.
Insight report: Mobile Financial Services
October 2008
Mobile banking services are rapidly developing and customer uptake is increasing. These services are proposed, segmented and communicated to customers in different ways. Understanding how other banks do this can help you develop a world class proposition and engage your customers in this exciting channel that is changing day by day.
In August, Mapa will be conducting a research study that investigates how banks across the globe promote and segment mobile banking services including mobile banking, SMS and mobile payments. If you want to deliver a clear message to your customers and provide a positive experience, then subscribe to this report. We will research banks in America, the Netherlands, Scandinavia, Spain and the UK that will cover a suite of mobile services, how the services are communicated and where the services fit within the overall baning proposition on both the public AND secure sites.
Contact us if you would like to discuss this report in more detail
Insight Report: Innovation in International Financial Services
September 2008
The internet is still rapidly changing. Just when we think it can’t get better; it does. New ways of marketing, the impact of web 2.0, the change in consumer behaviour; are all impacting the way online businesses are servicing their customers and converting new ones. Banks are also getting more innovative; launching clever services, embracing new technologies and engaging customers with stimulating and creative content. This is not a single country story. It is an international story.
For the 2nd year running Mapa have conducted a series of visits on international banking websites, both secure and public, focusing on capturing innovation. The findings have been recorded in report format and will be delivered as a presentation at your offices.
