Staff performance for a Medium Sized Bank

The main objective of the study was to evaluate the bank’s branch appearance and performance of staff members. The bank’s staff were evaluated through scenario simulations to assess their knowledge of the various products and services offered.  Methodology: Data collection was based on face-to-face and telephone mystery shopper interviews with the customer service officers, sales agents, and telesales personnel. Four mystery shopper waves were conducted on a quarterly basis over a period of one year.