Tesco Bank Customer Journey



Tesco Bank wanted to understand the customer loan journey in order to optimise future media planning. A multi-stage research strategy was employed, combining traditional qualitative interviews (telephone and face to face) with passive measurement capabilities from our Reflected Life panel to track the online journey. Through this combination of methodologies, we were able to observe exactly what customers do during the loan journey and understand why.



Through passive measurement, we were able to see which websites, apps and search terms were used by consumers to identify the right products and the order of the activities involved in the decision making process. We were then able to overlay what we discovered from our qualitative interviews (both before and after the journey) to achieve a full understanding of consumer behaviour.

Tesco Bank



Based on our research, Tesco Bank is now able to position themselves correctly within the digital world to ensure media investment has maximum impact and success.



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Welcome to Walnut Unlimited: The human understanding agency.

Marketing Sciences Unlimited has evolved into Walnut Unlimited: The human understanding agency. At the heart of our proposition is a single concept – human understanding –underpinned with no-nonsense science to generate purposeful insights.

We want to help you better connect with your customers and believe these human insights deliver brand growth.

Created by bringing together all four of the Unlimited Group’s insight agencies: ICM Unlimited, ICM Direct, Marketing Sciences Unlimited and Walnut Unlimited we will deliver a new offer which is greater than the sum of its individual parts.

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