Question 1

What ethical safeguards are required for informed consent in digital trials?

Accepted Answer

Digital trials demand rigorous informed consent safeguards to protect participants. Researchers must ensure the consent process clearly explains the study's purpose, procedures, data usage, and any risks in plain language, just as in a traditional trial_x000D_. Participants typically need to provide explicit e-consent (often via a checked box or digital signature) indicating they understand and agree. Best practices include providing an electronic copy of the consent form for participants to reference and a way for them to ask questions (e.g., a helpline or chatbot). Additional safeguards involve data privacy protections (since sensitive personal data is collected digitally) and compliance with regulations and ethical review boards. Overall, transparency, participant control (the right to withdraw), and secure handling of personal data are key requirements for ethical digital trial consent.

Question 2

Does higher app engagement always indicate durable payments loyalty?

Accepted Answer

Not always. High engagement in a payments app--such as frequent logins or transactions--shows the user finds value now, but it doesn't guarantee long-term loyalty. Users can be very active in the short term and still switch if a competitor offers a better deal or if a single bad experience erodes their trust. Durable loyalty in the payments space comes from deeper factors like trust, network effects (for example, having friends or favorite merchants on the platform), and rewards or conveniences that make it hard to leave. So while strong engagement is a positive signal and engaged users are more likely to stick around than inactive ones, you should still track retention and satisfaction over time. In short, high app engagement is encouraging but needs to be reinforced with ongoing value and positive experiences to truly indicate lasting loyalty.

Question 3

How should we test wallet provisioning flows across devices and issuers?

Accepted Answer

Testing digital wallet provisioning flows across devices and issuers requires covering a matrix of platforms and card providers in a controlled environment to ensure every combination works seamlessly. For example, validate the add-to-wallet process on both iOS and Android (across relevant versions) with cards from multiple major issuers - each bank might introduce slight variations in verification steps or required information - and use sandbox environments or dummy card credentials from those issuers to safely simulate the flow (testing things like one-time passcodes and tokenization without risking real data). It's best to combine automated functional testing (to verify consistency and error handling across all device-issuer combos) with hands-on user testing to catch any UX hiccups that scripts might miss, ensuring that by systematically covering different devices (even wearables) and issuer variations, the provisioning process works smoothly for all users.

Question 4

Is AI interviewing more likely to protect or compromise respondent privacy?

Accepted Answer

Using an AI (artificial intelligence) interviewer can in theory protect respondent privacy by reducing human exposure to personal answers, but it can also raise new privacy concerns if not implemented carefully. On the plus side, people may feel more comfortable disclosing sensitive information to a bot, knowing no individual is judging them, and the data goes straight into a secure system. However, the privacy outcome depends on how the AI is set up: if the conversation data is stored on servers or used to train models, there's a risk of breaches or misuse just like any digital data. Also, respondents might not fully trust who ultimately sees their answers if AI is involved. Overall, an AI interviewer can be privacy-protective, but only if companies use strong data encryption, limit access to the raw responses, and are transparent about how those responses are handled behind the scenes.

Question 5

How does retail banking CX research lead to cross-sell and retention gains?

Accepted Answer

Retail banking customer experience (CX) research drives cross-selling and retention by pinpointing what keeps customers loyal and engaged. When banks analyze customer journeys — like ease of using the mobile app or branch service quality — they often find that improving these experiences leads to customers using more products and staying longer_x000D_. For example, a study might reveal that simplifying the credit card application in the banking app not only boosts satisfaction but also increases uptake of that product. Similarly, listening to customer pain points (like long wait times) and fixing them can reduce churn. By linking CX metrics (such as satisfaction or Net Promoter Score) to customer behaviors, banks have shown that higher CX ratings correlate with greater wallet share (more accounts per customer) and higher retention rates. In short, better CX creates trust and convenience, which naturally fosters cross-selling opportunities and loyalty.

TRC Insights

Why choose Us

Features and attributes

What is TRC Insights?

Reviews

Recognition & Certifications

Market Research Products

Bracket™

Online Communities

Message Test Express™ (MTE™)

Services and Expertise

Client Projects and Success Stories

Market Research FAQs with Expert Insights

What ethical safeguards are required for informed consent in digital trials?

Does higher app engagement always indicate durable payments loyalty?

How should we test wallet provisioning flows across devices and issuers?

Is AI interviewing more likely to protect or compromise respondent privacy?

How does retail banking CX research lead to cross-sell and retention gains?