Enriched Research
Equos RCB: Analyzing Objective Quality in Commercial Banking Networks
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.
4,000 branches analyzed.
260 variables.
50 brands ranked.
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.
