2Europe conducted this quantitative market research for a rapidly growing Fintech software-as-a-service (SaaS) company, to help the organisation better understand customer satisfaction, service performance, and brand perception across multiple international markets. The project highlights 2Europe’s expertise in delivering data-driven insight for technology providers, supporting continuous improvement and customer relationship growth through robust, objective research.
Project Overview
The client partnered with 2Europe to assess how customers perceived its digital underwriting platform — a technology used by life insurance providers to streamline underwriting rules for life, critical illness, and income protection products. As a young and fast-growing company, the client sought to validate its strengths, identify opportunities for improvement, and ensure customers felt supported and valued across its expanding international base.
The research provided a clear, evidence-based view of customer sentiment across key markets including New Zealand, Australia, and parts of Asia. 2Europe’s findings enabled the client to benchmark its performance, reinforce client trust, and refine product and service strategies to support long-term growth.
Project Objectives
The overarching goal of the project was to provide a structured and objective measure of customer experience across regions. Specific objectives included:
- Measuring customer satisfaction and loyalty across different regions and user groups.
- Identifying key strengths and areas for improvement in technology, communication, and support.
- Evaluating perceptions of reliability, usability, and overall service quality.
- Gathering actionable insights to inform ongoing product development and customer engagement strategies.
- Strengthening customer relationships by demonstrating responsiveness and commitment to improvement.
Methodology
2Europe implemented a structured, quantitative survey approach designed to ensure consistency, comparability, and actionable output across multiple international markets.
- Research Design Working closely with the client’s marketing manager, 2Europe designed a focused survey instrument tailored to different customer segments while maintaining a common core structure. Three variations of the questionnaire were developed to address the distinct contexts of global client groups, ensuring both relevance and comparability.
- Sampling and Data Collection 2Europe conducted 25 structured telephone interviews with key customer stakeholders, each representing active users of the platform. This targeted approach ensured that all participants provided expert, experience-based feedback on the system’s performance, usability, and service quality.
- Data Analysis and Reporting Quantitative data was analysed and synthesised into a detailed, easy-to-interpret report. The analysis included performance benchmarking across regions, customer satisfaction metrics, and identification of high-priority improvement areas. 2Europe delivered a clear, visually structured presentation of insights designed to guide executive decision-making and internal discussion.
- Collaboration and Communication Throughout the project, 2Europe maintained direct and transparent communication with the client’s leadership. Regular progress updates, open discussions, and iterative feedback ensured that every phase of the study aligned with client expectations. The working relationship was described as ‘trust-based, flexible, and constructive,’ with 2Europe’s independence enabling participants to provide candid feedback.
Outcomes
The research generated a wealth of actionable insights that directly influenced the client’s customer engagement, product development, and internal processes. Key outcomes included:
- Objective visibility of customer perceptions – providing clear data on satisfaction, usability, and service experience.
- Identification of development priorities – highlighting where improvements to functionality or communication would add the most value.
- Enhanced customer relationships – demonstrating to clients that their feedback was valued and acted upon.
- Strengthened internal alignment – uniting teams around data-driven insight rather than assumptions.
- Global comparability – allowing the company to understand regional differences and tailor its approach accordingly.
Benefits to the Client
2Europe’s research provided the client with a clear roadmap for customer-centric improvement and future growth.
- Customer-first strategy – reinforcing the importance of structured, ongoing feedback collection.
- Improved service and product experience – guiding enhancements in user interface, reliability, and communication.
- Strengthened brand trust – independent research demonstrated transparency and a genuine commitment to clients.
- Actionable market intelligence – comparative insights across markets equipped leadership to adapt strategies regionally.
- Foundation for long-term partnership – the successful collaboration set the stage for continued performance tracking and customer satisfaction monitoring.
Conclusion
This project highlights 2Europe’s ability to deliver precise, actionable insight for technology-driven organisations. By combining rigorous quantitative research with strong client collaboration, 2Europe enabled the client to better understand customer needs, prioritise development efforts, and reinforce its reputation as a customer-focused innovator. The study illustrates how independent, methodical research can enhance customer relationships and drive strategic growth within the Fintech SaaS sector.
