Client is the nucleus of a financial group, one of the largest financial institutions in Central and Eastern Europe with a full range of financial services for private and corporate clients
16.04 – 19.09.2019
Number of testers:
The level of service provided by the client has stayed for some time on a good level. However, with the number of employees and services offered increasing, they faced the problem with maintaining the same level on bigger scales. As the result, the necessity to check the quality of service delivery, compliance with their standards and their clients’ experience appeared. Professionalism of employees, their awareness of the banks products, speed of work and ability to identify customers needs with their further satisfaction became the first priority focus.
The systematic failure to meet the standards of the second month of service at the "post service" stage dramatically reduces the perception of the service package as a bonus. And it creates the feeling of a formalized approach to the client against the background of receiving automatic messages.
Having analyzed the data provided, the following project design was suggested and, later on, implemented.
Mystery shoppers must go through the complete process of designing a premium package and receiving it at the branch, recording each step of the Bank's interaction.
A total of 28 inspections have been completed, which include 6 service steps:
The client was provided with information regarding the development zones
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