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Person to Person Quality

Banks & Credit Unions

Person to Person Quality is one of the leading providers of market research and consulting services to banks and credit unions.  We have worked with dozens of financial institutions to help create a competitive advantage in sales and service quality, customer loyalty, and employee development.  We manage mystery shopping programs, call-back programs, surveys, and custom research projects.  Our clients are leaders in their markets in service quality and employee performance.

Our Mystery Shopping programs provide valuable intelligence on the customer interactions occurring on the frontlines of sales and service channels - on the phone, via email, and in the branch.  Programs are custom designed to uncover the strengths and weaknesses in employee performance and the customer experience.  Mystery shops are a valuable tool for sales and service employee training and development, competitive analysis, and evaluating compliance with company policies, industry regulations and best practices – all of which help our clients become more profitable and create long-term value.

Our Call-Back programs collect important feedback from  customers on a recent interaction with your institution or a competitor’s, to pinpoint the areas that met, exceeded, or failed to meet customer expectations, and to measure satisfaction levels.

Our Survey programs are designed to help clients understand what different  types of customers need, want, and think about their services and products.  We can survey customers, a geographic area, or a market segment.

Our Annual Banking Studies provide banks and credit unions in a specific market with actionable intelligence on how their institution compares to the local competition in sales and service quality.  The studies also include a survey of key customer segments on their banking habits, preferences, and perceptions.  Participating banks get access to important intelligence on their specific market, at a fraction of what it would cost them to commission this level of research on their own.

 Contact us today for additional information.