Retail Banking

Mystery Shopping for a Bank

A study for a large bank to evaluate branch appearance and measure staff performance, and benchmark progress over time. Evaluation of external and internal site, staff appearance, waiting time, personnel performance and attitude, customer care assessment, communication skills, product knowledge, and cross-selling skills. Evaluation of the call centers and telephone operators at all branches. provided BOB with the strengths and weaknesses of each branch understudy and allowed the client to track the progress and regression of their performance over time. Methodology: face-to-face interviews with the bank’s customer service personnel or front desk clerks and telephone mystery shopper interviews which were conducted with the call center and the telesales operators of all branches. More than 40 branches were visited twice each and contacted once per wave.
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Advertisement Tracker Study

Pre and post advertisement study. Each wave measured awareness and perception, benchmarked versus competitors, and progress tracking on a quarterly basis. The study covered the areas surrounding branches.

Bank Brand Image and Perception Study

Assessment of individuals’ awareness of a bank brand including awareness, perception, and competing bank brands. Methodology: qualitative and quantitative entailing focus groups, CATI interviews. The bank relied on the study to assess their image and formulate their communication strategy.
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Brand Traker

A syndicated four waves per year survey monitoring the performance of banks on Brand Usage and Attitude, Advertising campaign and slogan recall and impact, Brand image and perception, Client satisfaction, Loyalty, and switching intention.
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BankTrak

A syndicated yearly retail-banking study and database. A nationwide sample of 5,000 households to banks identify their regional strengths and weaknesses in comparison to the competition, assess the performance of their products and services, identify product development potential, the strength of their communication and how there are perceived by the general population. BankTrak also helps clients assess their brand health and specific issues to improve.
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Survey Assessing Bank Customers Interaction Channels

Assess bank customers’ interaction channels and customers’ expectations. Evaluation of changes in customers’ lifestyles and handling of financial transactions, and their disposition to adopting e-banking services. Methodology: face-to-face quantitative surveys with individuals, professionals, and micro, small, and medium sized enterprises (MSMEs). Assessment of demographic and psychographic profiles, banking habits, interaction points used, satisfaction levels. The survey investigated the products / services that customers have and their interest in adopting new ones. The findings of the surveys assisted the bank in developing a five-year strategy.
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Bank Area Analysis

Area analysis to assess the commercial viability of a bank branch in Metn. Methodology: Desk Research, Ground Scanning, Traffic Flow Analysis, and In-depth interviews with area real estate brokers.Read more

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