Enriched Research

Equos RCB: Analyzing Objective Quality in Commercial Banking Networks

What level of quality is delivered in bank branches? Our analysis of objective quality in Spanish commercial banking networks will provide you with the answer.

equos
rcb

In 2000, we decided to use Stiga’s experience in mystery shopping methodology to inform multi-customer studies, which resulted in the development of Equos studies. The Equos RCB study evaluates the quality delivered in commercial banking networks, continuously tracking service levels in the sector by analyzing almost 4,000 branches of 50 brands.

Our Equos RCB study evaluates the service provided to potential customers in bank branches, using the mystery shopping technique. We developed the study in order to create a shared benchmarking system for evaluating face-to-face customer service in the financial sector.

STIGA BMKS FIN

4,000 branches analyzed.

STIGA BMKS FIN

260 variables.

STIGA Estudios CX

50 brands ranked.

STIGA BMKS FIN

Historical data series from 2000 onwards.

Customer service

Providing the best possible customer service is key.

Commercial behavior

Finding ways to recruit each customer we serve.

Product explanations

Clear, detailed and personalized.

Physical environment

To ensure that customers and employees feel good, a pleasant environment is crucial.

Speed

It’s important to serve customers without any delays.

Contact

Stiga Barcelona

Barcelona

Av. del Carrilet, 243
08907 L’Hospitalet de Llobregat

bcn@stiga.es
+34 933 176 144

Stiga Madrid

Madrid

Londres, 17
28028 Madrid

mad@stiga.es
+34 913 005 119

Get in touch

Stiga Barcelona

Barcelona

Av. del Carrilet, 243
08907 L’Hospitalet de Llobregat

bcn@stiga.es
+34 933 176 144

Stiga Madrid

Madrid

Londres, 17
28028 Madrid

mad@stiga.es
+34 913 005 119

Get in touch

Keep up-to-date with all the latest developments in customer experience:

We are members of the main customer experience, quality and market research associations.

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Keep up-to-date with all the latest developments in customer experience:

We are members of the main customer experience, quality and market research associations.

STIGA Logo