Banks’ call centres and online contact channels – service quality study
Quality of customer service is one of the dimensions where banks compete with each other. We have been running this study for many years, which allows us to see the changes in customer service quality, observe how it adapts to the increasingly demanding client. This report will be useful for all banks which want to find out what their strengths and weaknesses are, how they compare to the competition and which areas they should improve.
Range of topics
- Evaluation of the call centre service
- Availability
- Wait time for the connection
- Evaluation of the call topic selection system
- Connection quality
- Evaluation of the consultant
- Politeness, involvement, professional approach
- Product knowledge
- Effectiveness of the consultant during the product talk
- Evaluation of the email-based contact
- Wait time for response
- Politeness, involvement, professional approach
- Product knowledge
- Effectiveness of the consultant during the product talk
Report availability
Report is published twice a year, in June and November.
Methodology and sampleThe study is conducted by ARC Rynek i Opinia auditors, using Mystery Caller and Mystery Mailing techniques. The study covers 12 banks. Each phase of the study includes over 3 thousand audits, same number for each bank.
Contact to researcher
Grzegorz Sygnowski
e-mail: grzegorz.sygnowski@arc.com.pl
Phone: 22 584 85 36
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