Enriched Research

Equos CCB: Analyzing Objective Quality in Banking Call Centers

Analyzing Objective Quality in Banking Call Centers

What level of quality is delivered by telephone banking services?

equos
ccb

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.

Our Equos CCB 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.

3,000 calls analyzed.

200 variables.

14 brands ranked.

Historical data series from 2000 onwards.

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Barcelona

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

bcn@stiga.es
+34 933 176 144

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Madrid

Londres, 17
28028 Madrid

mad@stiga.es
+34 913 005 119

<img data-delay="0" height="100" width="100" data-animation="fade-in" alt="Stiga Barcelona" data-src="https://stigacx.com/wp-content/uploads/2019/11/citys-02.svg" class="img-with-animation skip-lazy iconfooter lazyload" src="data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==" /><noscript><img data-delay="0" height="100" width="100" data-animation="fade-in" alt="Stiga Barcelona" data-src="https://stigacx.com/wp-content/uploads/2019/11/citys-02.svg" class="img-with-animation skip-lazy iconfooter lazyload" src="data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==" /><noscript><img class="img-with-animation skip-lazy iconfooter" data-delay="0" height="100" width="100" data-animation="fade-in" src="https://stigacx.com/wp-content/uploads/2019/11/citys-02.svg" alt="Stiga Barcelona" />

Barcelona

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

bcn@stiga.es
+34 933 176 144

<img data-delay="0" height="100" width="100" data-animation="fade-in" alt="Stiga Madrid" data-src="https://stigacx.com/wp-content/uploads/2019/11/citys-01.svg" class="img-with-animation skip-lazy iconfooter lazyload" src="data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==" /><noscript><img data-delay="0" height="100" width="100" data-animation="fade-in" alt="Stiga Madrid" data-src="https://stigacx.com/wp-content/uploads/2019/11/citys-01.svg" class="img-with-animation skip-lazy iconfooter lazyload" src="data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==" /><noscript><img class="img-with-animation skip-lazy iconfooter" data-delay="0" height="100" width="100" data-animation="fade-in" src="https://stigacx.com/wp-content/uploads/2019/11/citys-01.svg" alt="Stiga Madrid" />

Madrid

López de Hoyos, 141
28002 Madrid

mad@stiga.es
+34 913 005 119

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