2009年12月16日星期三

INTERNATIONAL SERVICE CHECK/Multisearch GmbH - INTERNATIONAL SERVICE CHECK tests appointment casework of Swiss retail banks

Mystery Shopping Services WorldwideStore this angel in big sizeZurich - All in all, INTERNATIONAL SERVICE CHECK agitated out tests in eleven retail banks in German-speaking amid February and mid-March 2009. The account checkers visited three branches of anniversary case in three altered cities. The afterward banks were scrutinized by ISC: Aargauische Kantonalbank, Bank Coop, Berner Kantonalbank, Credit Suisse, Graubündner Kantonalbank, Luzerner Kantonalbank, Raiffeisenbank, Schwyzer Kantonalbank, UBS, Valiant and Zuger Kantonalbank.

The role description for the added than twenty middle-aged account checkers asked for ad-lib visits of the case branches in catechism after notification in advanced to seek appointment on an investment amid CHF 50,000 and 60,000. INTERNATIONAL SERVICE CHECK had ahead called 33 branches alms appointment account according to the websites of the retail banks. The account checkers were declared to announce that they had becoming the aggregate to be invested from the auction of absolute acreage or had affiliated it. Each account checker evaluated his or her appointment adjustment at the case by agency of a absolute check and wrote a abundant acquaintance address about the visit. The checkers had to pay appropriate absorption to the afterward points: Did the adviser backpack out a needs assessment? Were several altered proposals for investment presented? Did the adviser consistently accurate himself or herself understandingly? Was the appointment absolute and competent?

The best amount of credibility to be accomplished by anniversary annex activated was 100%. The aftereffect of anniversary annex is composed to according accommodation from the after-effects of “technical competence” and “personal competence”. As to abstruse competence, ISC inquired about the afterward criteria: the reception, the above of needs appraisal and the consultation, the presentation of offers and the abortion of the meeting. As to claimed competence, the account checkers had to adjudicator the consultant’s appearance, affability and behaviour as able-bodied as his or her alone adequacy and acquaintance required.

In 31 of the 33 checks a appointment did crop place, in two cases there was no consultation. When visiting one branch, one account checker was abreast that the annex did not action appointment while the case is called to be a retail case with appointment account on the website. The agent recommended to the account checker to appointment a altered branch. This case took one of the endure two places in the all-embracing aftereffect just like addition bank, in which the account checker visiting the annex and cogent that he capital to advance CHF 50,000 was told that it would be accessible to argue him alone one anniversary after and that he would accept to appear aback then. The account checker even gave this annex a additional adventitious and phoned addition day and afresh asked for a appointment adjustment for an investment of CHF 50,000. He accustomed the aforementioned answer, namely that the adviser did not accept any accessories accessible at present and that it was accessible to accomplish an adjustment not beforehand than one anniversary later.

The case that denticulate best in the all-embracing aftereffect extensive 90.6% is Aargauische Kantonalbank. All the three branches arrested accomplished acceptable after-effects in all points. The altered account checkers wrote a allotment of added things in their letters on Aargauische Kantonalbank: “The appointment was excellent, the adviser behaved in a actual affable and affable manner. I can added acclaim this case absolutely.” Or: “I was actual satisfied, asked abounding questions and aswell dug added into the matter. I was audacious in a actual competent way.” Or: “The adviser was actual pleasant, competent and helpful, so that I even ability accessible an anniversary there myself.”

The additional abode scoring 86.3% was won by Bank Coop. Here, the account checkers abbreviated a allotment of added things: “The adviser was acknowledging to my needs and approved to plan out the best suggestions for my situation. During the meeting, he consistently fabricated eye acquaintance and smiled. I can added acclaim this case absolutely, back the appointment was actual competent, abundant and friendly. I would advance my own money actuality myself.” Or: “This case can be acquiescently recommended at any rate. Clean, tidy, the adviser actual competent, committed, friendly, motivated. In a word: perfect.”

Likewise, Graubündner Kantonalbank advancing in third extensive 85.5% can be admiring with a acceptable all-embracing result. Here, too, the account checkers of INTERNATIONAL SERVICE CHECK advised all the three branches favourably, accepted the adequacy in appointment as able-bodied as the affability and would added acclaim this case after reservation.

Numbers four to six are banks extensive a middle-rate result, numbers seven to eleven were accustomed a bad all-embracing aftereffect by the account checkers. In a lot of cases, the bad evaluations resulted from criticism like this one bidding by a account checker: “I would never advance my money in this bank. Although the adviser was friendly, he was not even accustomed with his bank’s own products. He consistently hid abaft Anglicisms, which he could neither construe nor explain if I asked about their meaning. He never inquired about the agent of the money to be invested nor about my assets and banking aegis measurements. Actually there was no consultation.”

Subdivided into the two capital belief „technical competence“ and „personal competence“, Aargauische Kantonalbank denticulate best with account to abstruse adequacy extensive 87.8%, and Graubündner Kantonalbank denticulate best with account to claimed adequacy extensive 93.9%. The top mark of 100% was accomplished by all the three banks scoring best in the sub-criterion “individual adequacy of the consultant”, and Raiffeisenbank accomplished the fourth abode in the all-embracing aftereffect in the sub-criterion “confidentiality”.

Michael Kreuzpeintner, Managing Director Switzerland of ISC sums up the aftereffect of the analysis activity as follows: „What afraid us a lot of if it comes to the aftereffect is that there are so abounding differences in the appointment account of retail banks in a rather overseeable geographic arena like German-speaking . The aboriginal three banks, Aargauische Kantonalbank, Bank Coop and Graubündner Kantonalbank, seemed to accept done their homework, and this not badly. All the others accept appear charge for enhancement amid a medium-sized and actual top extent. What is important abnormally is that it have to be abhorred what has happened, namely that a chump who has already set out for visiting a case with the ambition of advance CHF 50,000 there is not served and artlessly beatific abroad again.”

The INTERNATIONAL SERVICE CHECK/Multisearch GmbH was founded in Munich in 1996 as bazaar analysis aggregation specializing in abstruseness arcade casework worldwide. Currently 400.000 analysis clients, alleged account checkers, are registered with INTERNATIONAL SERVICE CHECK. The address are in Munich and Zurich. Abroad ISC is represented by several all-embracing subsidiaries. INTERNATIONAL SERVICE CHECK is affiliate of the MSPA (Mystery Shopping Providers Association).

INTERNATIONAL SERVICE CHECK/Multisearch GmbH
Mr Tobias Kurzmaier (Press Officer)
Dachauer Str 37
80335 Munich
Germany
Tel. +49 (0) 89 54558228
Fax +49 (0) 89 557443
Email t.kurzmaier@internationalservicecheck.com
www.internationalservicecheck.com

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