Enriched Research
Equos CCB: Analyzing Objective Quality in Banking Call Centers
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.