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You have completed your analysis on the customer research, and the Senior Manager has asked you to report your recommendations back to her. Please read Dominique's email, and compose your written response to her. Please write your response below. File Message Tell me what you want to do Q Mark Unread Move to:? To Manager Team Email ats Move Follow Up Translate Zoom Delete Quick Steps Move Tags Editing Zoom A Delete Archive Reply Reply Forward ED - All Respond From: Dominique Quinton Subject: Millennial Analyses V Hi there, Thank you for your support with the millennials work so far. I understand you've finished your analysis on the customer research data. I wondered if you could please share your conclusions and recommendations with me? I am most interested in any actions you think we should to prepare our branches an call centres to serve a population that is largely formed of millennials in the future. Please bear in mind that our Webchat team, which also handles the email enquiries received from our customers, is located within our call centres as well. Many thanks, Dominique Senior Project Manager HSBC RESPONDENT GENERATION BANKING APP SURVEY RESULTS 20.80% MILLENNIAL (18-30) GENERATION X (30-55) 50.20% BOOMER (55+) 29.00% TOTAL MILLENNIAL 8 RESPONDENT DEMOGRAPHICS 70% 50% % OF RESPONDENTS COMFORTABLE WITH AN ALGORITHM LEARNING THIER BEHAVIOUR ON THE APP AND MAKING SUGGESTIONS TO THEM 75% 25% 65% 40% % OF RESPONDENTS WHO WANT TO BE ABLE TO APPLY FOR A LOAN THROUGH THE APP NUMBER OF RESPONDENTS = 3421 75% WHAT IS YOUR CURRENT LEVEL OF SATISFACTION WITH ONLINE/MOBILE BANKING PLATFORMS? 35% % OF RESPONDENTS WHO WANT TO BE ABLE TO TRANSFER MONEY VIA TEXT Don't Use 9% Don't Use 196 Low 2796 High Low 23% High 41% 39% 50% 60% % OF RESPONDENTS WHO WANT TO BE ABLE TO GET SMART REWARDS BASED ON THEIR PURCHASES Medium 27% Medium 33% MILLENNIAL TOTAL f MOST POPULAR FACEBOOK POSTS HOW DO YOU PREFER TO INTERACT WITH YOUR BANK? Loving the app guys!! Keep up the good work Want to see some innovation - getting behind the pack!! 1100 Online 24% App 24% 1500 Branch 17% LIKES LIKES App 37% Call Centre 20% Let's see some deal suggestions!! In Branch 26% Call Centre 26% Online 26% When can we see some in-app loan applications??? 7500 LIKES 900 LIKES TOTAL MILLENNIAL Customer Survey Results HOW FREQUENTLY CUSTOMERS INTERACT WITH THEIR BANK / MONTH 10 8.6 8 6 5.1 4.6 4 3.1 2.7 2 1.9 1.9 1.7 1.4 1.6 2 0.9 0.6 0.5 O Webchat Mobile app ATM Email In Branch Automated phone service Live phone service Millennials All Other AVERAGE NO. ENQUIRIES RESOLVED PER HOUR AVERAGE WAITING TIME 24 10 7 2 mins 24 hours 6 minutes Webchat Email In Branch Automated Phone Service Live Phone Service 20 0.5 minutes 8 8.5 minutes KNOWLEDGE OF ADVISORS AVERAGE SATISFACTION WITH RESPONSE All Other All Other Millennials Millennials 8.1 7.5 60% 8.9 7.8 42% 63% 82% 60% 9.6 8.3 60% Webchat Email In Branch Automated Phone Service Live Phone Service N/A N/A 48% 58% 7.6 7.8 75% 76%