Case Study: Diebold

Diebold Nixdorf is a world leader in enabling connected commerce for millions of consumers each day across the financial and retail industries. As an innovation partner for nearly all the world’s top 100 financial institutions and a majority of the top 25 global retailers, Diebold Nixdorf delivers unparalleled services and technologies that are essential to evolve in an ‘always on’ and changing consumer landscape.

Diebold wanted to conduct a study into consumer attitudes of modern banking to fuel a thought leadership campaign managed by its PR department. It approached Arlington Research to interview 1,000 UK adults with an active current bank account. Participants were asked a series of questions about what they value about the branch environment and how important technology is to its success. The aim was to establish whether self-service technology is building closer relationships between customers and their banks by facilitating new elements of the customer journey to cultivate loyalty.

Arlington’s study findings were used in viewpoints and blogs created for the media and allowed Diebold team members to back-up claims made about consumer opinions in this space. The collaboration of Arlington’s sister company – Berkeley Communications – on the design elements helped bring the research to life. With them, the team was able to secure numerous press briefings and resulting coverage in a plethora of well-known trade and national publications.

Key takeaways:

  • Consumer PR research
  • Looked to establish whether self-service technology is building closer relationships between customers and their banks
  • Fuelled briefings with media
  • Secured coverage in national publications

More in: Work

More in: Blog