In-Store E-Surveys

June 2007
Bank Technology News;Jun2007, Vol. 20 Issue 7, p1
Trade Publication
This article presents information on the use of electronic in-store surveys in lieu of mystery shopping to improve banking services. It is reported that such surveys are the latest in the quest of getting to a better customer centric view. Capital City Bank Group Inc. uses InTouch, an in-store PDA-based questionnaire system, to identify trends and access performance evaluations. According to the bank, the system has resulted in improved loyalty, cross-sell take-up and customer referrals.


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