The starting block for the long-term success of any firm is a deep understanding of its customers’ needs, expectations, and perceptions of the company. Both in-depth qualitative research, to learn underlying feelings and attitudes, as well as larger sample quantitative surveys, to estimate market share, satisfaction, and likelihoods, are offered.
In an effort to assist CBK assess where it stands on service from its customers’ perspective, Khayal conducted a mystery shopping review for many of its branches and a selection of its competitors. The assessment helped determine CBK’s competitive position and enabled it to prioritize areas for improvement
Commercial Bank of Kuwait
Mystery Shopping - Commercial Bank of Kuwait