Banking & Insurance

Understand the expectations behind the promise of trust.

Branch advice, digital journeys, and offering clarity, read through customers' own descriptions and compared with competitors.

Discuss your market How it works

Banking and insurance: expressed experiences, from major life events to requests for assistance.

One review, unpacked Branch review · illustrative example

“My advisor was very attentive1 during our mortgage application2, but impossible to reach3 afterward and the app freezes when I try to sign4. At my previous bank, everything could be done online5.”

1 Advice Advisor attentiveness
2 Life event Home purchase financing
3 Friction Contact availability
4 Digital journey In-app signing
5 Comparison Previous bank's journey

5 signals in one review: benefits, contexts, and friction, structured for sector analysis.

Sector coverage

Each branch analyzed, then consolidated.

Branch reviews, app stores, and public conversations against competitors in the same area. Direct insurance analysis can be organized by journey and market.

Typical sector sources

  • Branch reviews
  • App stores
  • Service review platforms
  • Public conversations
Scope your market How it works
  • Branch or journey Identified location or service stage
  • City or local market Against comparable competitors
  • Region Network differences within available coverage
  • Country Consolidated view of the brand and offering

What people discuss in your market

Expressed trust, understood offerings, and service continuity.

Advice and relationship

Availability, explanations, and support described at moments when customers expect advice or assistance.

  • Listening
  • Contact availability
  • Explanation
  • Support
  • Expressed trust
  • Life events
“The advice is clear, but I don't know who to contact after signing up.”
Quote · illustrative example

Offering and protection understanding

Perceived differences across packages, services, and coverage, including questions about fees, terms, and exclusions.

  • Packages
  • Coverage understanding
  • Fees
  • Terms
  • Exclusions
  • Alternatives
“I understand the basic plan, less so what the extra coverage changes.”
Quote · illustrative example

Journeys and service requests

Transitions between branches and digital channels, from enrollment to request or claim follow-up, as publicly reported.

  • Enrollment
  • Signing
  • App experience
  • Follow-up
  • Assistance
  • Claims
“Submitting the claim is easy; tracking it is less clear.”
Quote · illustrative example

Decisions Sensia informs

From the promise of trust to offering and service decisions.

Read expressed experiences to distinguish positioning, portfolio architecture, journey improvement, and offering explanations.

Trust and offering architecture

Sharpen the recognized promise

Personal attention, expertise, or independence: what builds expressed trust?

Compare brand associations, advice experiences, and alternatives mentioned to refine positioning by life event and market.

Deliverable Trust territories and promise-to-experience differences
  • Brand association analysis
  • Promise analysis

Clarify package roles

Do offering tiers serve distinct needs?

Map understood benefits, services, and coverage to identify overlaps and ambiguities across packages, separately from the enrollment journey.

Deliverable Offering role map and benefit ambiguities
  • Offering mapping
  • Comparison analysis

Journey innovation and communication

Scope a service improvement

Which advice-to-digital-to-follow-up transition needs investigation?

Structure contact availability, signing, and request follow-up friction into service hypotheses to examine alongside operational data.

Deliverable Journey hypotheses and priority moments to investigate
  • Reported journey analysis
  • Friction analysis

Brief an offering explanation

Which words clarify the benefit without obscuring the terms?

Connect customer questions with offering language to prepare content and creative angles for legal and compliance review.

Deliverable Explanation brief and comprehension watchpoints
  • Audience language analysis
  • Question analysis

Assess the campaign response

Do people retain the promise, the benefit, or its terms?

Separate message reactions, practical questions, and service feedback in available comments around the launch.

Deliverable Reception findings and clarification recommendations
  • Campaign reaction analysis

Further reading

Public feedback to frame the right questions.

Sensia methodology

Connect advice, offering, and journeys

See how source expressions inform structured analysis of advice, offerings, and the service moments customers describe.

Explore the method

Trust and governance

Scope data sources and use

Review traceability and governance principles before defining the branches, journeys, and markets for your study.

Review the principles

A package, a journey, or a promise to refine?

  • What trust do people actually express?
  • What role should each offering tier play?
  • Which service transition needs rethinking?

Scope offerings, geographies, and decisions with our senior consultants and your marketing, offering strategy, service innovation, and CMI/Insights teams. Include compliance and legal teams where relevant.

Discuss your market

Publicly reported experiences to examine alongside your customer and service data.