Promoters and Detractors of Customer Experience at HSBC

This project has been co-designed with the stakeholder and academics. The industry supervisor will be kept continuously in the loop and invited to at least monthly meetings with the academic supervisory team and student. The student will communicate regularly with the stakeholder and regularly visit the company site to increase engagement and take-up of the research. The approaches taken in the research aim to assist HSBC decision-makers by providing them with the factors that influence Customer Experience metrics (e.g., NPS related scores). This research could ultimately have a positive impact for the HSBC business and its commercial banking customers.

The project will ensure any user groups engaged in the research are safe, non-bias and well informed. To enable this, we will adopt the EPSRC defined AREA strategy and our project team has also been set with a range of disciplines from relevant backgrounds. The project will be driven by its human-first approach in the shaping of the research and direction of the project. Project activities will be led by user need and the initial stages of the project will be focused on engaging with the intended audience of the research. Work within the stakeholders' base will help to identify any potential impacts and benefits (negative and positive) including mitigation for any potential negative impacts.