Developing Relationships First, Promoting Products Second  [2007]

Competing in the Retirement-Dominated Future, a research project conducted by BAI Research and Mercatus LLC, with sponsorship support from Deluxe Corporation, is based on a survey completed by 2,997 mass affluent U.S. consumers between April 17 and May 2, 2007. The survey was fielded to an online panel managed by Harris Interactive and was completed by consumers between 35 and 70 years of age with investable assets between $50,000 and $2 million. The sample was stratified by age, gender, region and race based on U.S. Census Bureau data to ensure national representation. The sampling error on the national sample was +/- 1.97% at a 95% confidence level.

Managing Complexity for Advantage  [2006]

BAI Research and Novantas LLC have identified five major opportunities for performance improvements that reduce and/or surmount front line complexity. Rather than a production problem to be solved, complexity management often is a revenue opportunity to be exploited.

Small Business Payments in 2006 [2006]

The Small Business Payment Strategies research study was launched by BAI in partnership with Oracle and Unisys in October 2005 and completed in January 2006. The research is based on a nationally representative survey completed by 854 small businesses (ranging in revenue size from $500,000 to $20 million), 164 interviews with mid-sized businesses (ranging in revenue size between $20 million and $250 million) and 30-plus interviews with small business or payments executives at the nation’s largest banks. The objective of this study was to help banks better understand the factors and forces that help shape demand for payment services by smaller businesses, an area of focus for many retail banks.

Specialization and the Deposit Business: Implications for Growth and Market Share  [2005]

Instead of reaching out to all customers in a more standardized way, focused institutions are reaching out to target customers in a more customized way, and they are winning by the critical measure of growth in profitable market share. A national consumer study by BAI Research and Novantas LLC, conducted as part of BAI’s The Quest for Deposits project, shows why this is happening.

The Frontline Experience  [2005]

A research project launched by BAI in partnership with Accenture, De La Rue, NewGround and SAP, was based on a nationally representative survey completed by 3,748 U.S. consumers in July 2005. The research was designed to determine how customers define the concept of having a relationship with their bank; to gauge the importance of customer interactions with branch staff to banks’ relationship building efforts; and to determine customers’ satisfaction with these interactions.

• A Research Report on Improving Customer Relationships (2005)
• How the Branch Experience Drives Bank Growth by Appealing to Customer Relationship Segments (2005)
• Building Client Relationships Requires Improving the Frontline Staff Experience (2005)

90-Day Window of Opportunity [2003]

This research brief grows out of The Quest for Deposits, a research project directed by BAI with participation from eight of the Top 20 U.S. banks and corporate sponsorship support from Xerox Global Services. The project derives its explanatory power from a management practices report based on 150 interviews with executives at 50 large U.S. banks and segmentation model based on a national survey of 4,200 consumers of financial products and services.