Case Studies:

Vanguard Group

• an e-mail/web survey of selected consumers who contacted Vanguard by telephone asking for information to be sent them via e-mail. The individuals were sent e-mail invitations to link to a web-based survey assessing their satisfaction with the process;
• a telephone survey of customers who receive the In the Vanguard newsletter. The survey segmented customers by key core groups and addressed satisfaction, quality and readership issues.
• a telephone survey among readers of their Facts on Funds newsletter. Specific ratings of content were covered in the survey as well as overall satisfaction and readership patterns.

Fidelity Investments
Among recent projects ODC conducted a telephone survey among participants in employer-sponsored retirement plans managed by Fidelity. The survey primarily evaluates the information needs of these customers—and, specifically, how those needs can be met by a Fidelity web site.

American Insurance Association
a survey of insurance availability in the city of Boston. Specifically, the research involved a telephone survey of homeowners regarding access to and opinions towards homeowners insurance, as well as attitudes towards various proposals to make insurance easier to obtain.

Direct Federal Credit Union
a comprehensive telephone survey among adults in the Greater Boston metropolitan community, identifying shared behaviors, mindsets and attitudes.

Federal Deposit Insurance Corporation (FDIC)
a pilot survey of mortgage bank executives, as well as federal bank examiners and liquidators on real estate conditions and bank lending practices. The study was designed to assess the use of survey research in gathering information from agency employees on this issue, and to determine the best methodologies for gathering that information.

Federal Deposit Insurance Corporation (FDIC)
quarterly telephone surveys among mortgage bank executives as well as federal bank examiners and liquidators designed to monitor national real estate trends. Findings were released to the public and the banking community, and were also used for internal planning purposes.

Fleet Boston
Multiple projects on commucnicaitons and marketing issues. These include

• in-person intercepts to assess the effectiveness of direct mail pieces and to determine the appeal of new branch signs.
• surveys on community attitudes and issues related to the bank and its communications and marketring value of community outreach programs in specific areas

John Hancock Mutual Life Insurance
multiple research projects aimed at measuring customer attitudes and company image.

Keyport Life Insurance
multiple research projects, from customer satisfaction to new product development:

• focus groups to explore the appeal and viability of a new product aimed at various target markets. The groups involved concept testing, package design, and distribution methods.
• telephone surveys among policy holders to determine company image and customer satisfaction.
• multiple research projects aimed at customer retention and exploring issues such as the importance of the company versus the importance of independent brokers and agents in customer decision making.
• telephone surveys to home office executives as well as producers of stock brokerage firms to understand the approval process and sales process of specific insurance products.

Select Financial Institution Clients include:

• American Insurance Association
• Fleet Boston
• Capital Bank
• Coolidge Investments
• Direct Federal Credit Union (MA)
• Federal Deposit Insurance Corp. (FDIC)
• Fidelity Investments
• John Hancock Insurance
• Keyport Life Insurance
• Merrimack Valley Federal Credit Union (MA)
• Nantucket Bank
• National Investment Company Service Association
• Nissho Iwai, JAPAN
• St. Mary’s Federal Credit Union (MA)
• Tucker, Anthony: Investment Banking Group
• USAlliance Federal Credit Union (NY/MA)
• Vanguard Group

Contact: Ernie Paicopolos - epaicopolos@opiniondynamics.com