Category Analysis – Money Exchange
Romanians working abroad sent EUR 2.45 billion to Romania last year. This was the highest level after 2010 and the fourth highest level in EU, according to EU’s statistical office Eurostat. This report offers insights into the perception and delight drivers obtained based on customer reviews and online conversations.
The analysis is based on customer reviews and conversations online in the segment. The analysis results presented are completely unbiased and not based on any subjective judgment.
The source data used for the analysis are user conversations available publicly online like public forums and social media.
Total number of conversations
Top 5 Perception Drivers
There are several factors that when offered will positively impact customer experience. The customers using money exchange services in Romania look forward for certain services. These services are indeed the top 5 drivers since it leads to overall satisfaction with the money exchange services:
1. Best Rates
Customers tend to perceive that a money exchange service is best when they are offered the best best exchange rates, best buy/sell rates, forward rates and the best spot rates. Customers want fast updates, rate alerts and low fee.
2.Reach of Network and Service
Customers feel that a good money exchange service provider should offer online and offline services and dedicated account managers.
3. Multi-currency capability
A money exchange service that offers wide range in currency transfers, cross currency rates and single account with multi-currency functionalities is mostly perceived to be the best.
4. Payment Mode
Customers are asking for easiness in payment and hence are looking for flexible payment options that allows bulk payment, payment with instructions and payment with standing instructions.
5. Security and Reliability
Customers tend to perceive that a service provider is best when it is able to offer fund transfers over a secure website or app. They expect confirmations and alerts after completion of transactions.
Top 4 Delight Drivers
There are several delight drivers that enhance customer satisfaction and promoters of your brand. We analyzed and saw that there are some factors that make money transfer a delightful experience when the below are satisfied:
Top 1: Same day/Instant Transfer
Customers are looking forward to transfer their money instantly without waiting for more than 24 hours.
Top 2: Custom Reports
Reports that are customized for each user or a group of users such as the multi-currency reports, historic trends and currency fluctuation reports will delight the customers.
Top 3: App and Website
Customers are expecting services such as special apps to transfer money which can deliver notifications when funds have safely reached their destination. They want to have dedicated customer service with online support.
Top 4: Extra Services
Some features that make the life of customers easier is when they get doorstep services such as currency pick up and drop, allowing standing instructions and longer term forward contracts.
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