Banks often receive a lot of complaints about the long queues in their branches, as well as the quality of service they provide to clients. However, this is sometimes just a matter of the clients’ perception, and not necessarily the reality.

That is why our client wanted to determine the target group’s subconscious perception of their bank and its top competitors in terms of quality of service, quality of online banking, and overcrowding in branches.

For this research, we used Explicitor – our subconscious reactions survey software; the fast explicit method, which measures response speed (in milliseconds); as well as the well-known behavioral phenomenon, Solomon’s paradox (in which respondents answer on their behalf in one part of the survey and on behalf of the majority of people in another part, which improves accuracy).

In just a few days, we obtained results from a representative sample and provided the client with valuable insights for further strategy development in these aspects.