Financial Services 

ACA Research - Finance

The Changing Australian Marketplace

Organisations within the financial services sector face ongoing threats and opportunities associated with changing customer preferences, technology, compliance, new competition, cyber security and shareholder expectations.

The impact of these issues are widespread and only those organisations that respond with innovative brand platforms, products, technologies and customer experiences will evolve as the organisations of choice. At ACA Research we ensure our clients understand the changing markets and customer needs and support them in developing better solutions for the future.



Experts Dedicated To Financial Services


Knowledge Across Banking, Insurance, Wealth Management


Conducted Hundreds of Projects Over 20+ Years

We Recognise The Importance Of The Consumer And Commercial Markets



  • Home Owner
  • Retiree
  • Investor
  • Professional
  • High Net Worth


  • Transacting
  • Saving
  • Borrowing
  • Investing
  • Advice
  • Protection


  • SOHO
  • Small, Medium & Corporate Business
  • Niche Sectors (Agricultural, Mining, Property Development, Retail)


  • Advisors
  • Brokers
  • Accountants
  • Lawyers

Our Research Approach Is Tailored To Achieve Optimal Outcomes For Your Business

Customer Experience

  • Customer Experience Tracking
  • Voice of Customer and Integrated Customer Feedback Management Programmes
  • Mystery shopping
  • Customer Journey Mapping
  • Touchpoint Mapping
  • Customer Segmentation
  • Ethnography
  • Contextual inquiries
  • Customer storytelling
  • Customer journals

Market Behaviour

  • Market Landscape
  • Market Trends
  • Market Sizing
  • Market Attitudes & Behaviour
  • Market Evaluation and Opportunity Identification
  • Market Segmentation
  • Brand Positioning & Tracking
  • The Use Of Emerging Technologies, Platforms and Channels

We Have Extensive Experience To Draw On For Your Next Project

Whether you want to understand:

  • How to optimise your channel strategy to reduce customer effort and maximise acquisition 
  • How to design and deliver the ideal claims experience to maximise customer wellbeing
  • The demand and impact of technological innovation in the automotive finance sector
  • The impact of media fragmentation on the first home owner customer journey
  • The extent to which personalisation increases spend and engages customers in card loyalty programs
  • How an integrated customer experience across all your digital channels impacts NPS


Financial Services - optimise channel strategies

ACA Research - Understanding your customers

A snapshot of recent research we have undertaken for Financial Services clients:

  • Continuous program of research with bank customers to understand their experiences using the provider’s digital channels, and explore the impact these have on overall perceptions of the organisation. The insights are used to identify pain points and assess the impact of improvements across the different channels (online banking, mobile app, website, etc), as well as feeding into individual and team KPI targets.
  • Qualitative and quantitative study drawing together customer and consumer insights to develop an understanding of the evolving wealth management needs within the community. Insights from this research are being used to develop relevant, compelling propositions across different target audiences.
  • Quantitative survey of primary school age children and their parents to quantify their financial literacy and knowledge. The insights from this research were used for media activity emphasising the importance of primary school financial education, including an online tool that allows parents to assess children and identify development needs.
ACA Research not only conducted this very complex study on time and in budget, but also provided extensive outputs over and above the excellent research insights. These additional outputs included infographics, personas, playbooks and CVPs. Accordingly, the outcomes of this project have been embraced by all stakeholders and quickly embedded into our sales and marketing activities. I would recommend ACA Research to anyone looking for an agency with an intimate knowledge of the financial services sector.

- A financial services client 

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Contact Our Finance Expert

Steve NuttallSteve Nuttall, Research Director - Digital transformation is undoubtedly disrupting the financial services industry as fierce competition is producing exciting innovations that are having a massive impact on the way people manage their finances. With the ability to build and implement technologies that make financial systems more efficient, key developments will change the way we manage our finances including the way we borrow, how we make payments and how we transfer money. The future of the financial services industry does not lie in commoditised products, but in innovation and design that creates these new and relevant customer centric experiences. Investing in the right people, processes and technology that enhance the customer experience will drive differentiation, loyalty and advocacy.

To deliver these experiences, financial institutions need to know their customers and understand what experiences will deliver to both their rational and emotional needs at various life stages.  At ACA Research, we know how to deliver insight about your target market and your customers to drive innovation and  future proof your business. We have a pragmatic approach to project work, designing and delivering research to get you what you don’t know, rather than what you do.