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SEC-02

Banking & Financial Services

Assess branch operations, service quality, and digital journeys.

In financial services the service score and the compliance record are the same visit read two ways. A branch that greets warmly and does not make the mandatory disclosure has passed the experience test and failed the one that carries a penalty, and a programme that reports only the first is worse than no programme at all.

What we evaluate

8 criteria, written for this sector.

Observable by an evaluator, coachable by a manager, and agreed with you before fieldwork. A criterion nobody can act on is a column in a spreadsheet, not a finding.

Queue management and time to a qualified person, by daypart
Identification and eligibility check performed before the transaction
Needs and risk profile established before any product is proposed
Mandatory disclosure made before commitment, in the customer's language
Fees, profit rates and charges stated accurately and without prompting
Sharia-compliant and conventional products explained without conflation
Digital journey completed end to end on the customer's own device
Complaint route offered and acknowledged within the stated window
In depth

The pages that carry this sector in full.

Each has its own scorecard, its own scenarios and its own alt text, and each keeps the URL it has ranked on.

IND-FIN Financial Whether the fee was disclosed before the customer was asked to sign IND-INS Insurance Whether the exclusions were explained before the policy was recommended
Services

What we run in this sector.

SVC-A Mystery Shopping & CX Audits Uncover the reality of your customer journey SVC-D Compliance & Regulatory Audits Ensuring adherence to industry standards and best practices SVC-B Market Research & Consumer Insights Data-driven strategies for smarter business decisions
Enquire

Three fields.

Tell us what a good visit looks like in your business and we will tell you whether it is measurable.

Or build a full brief — it takes about two minutes and gets you a more useful answer.

Banking & Financial Services Request a quote

Next step

Let's elevate your customer experience

Ready to uncover the truth about your customer experience? Our team is ready to design a fully customized program tailored to your operational goals, customer journey, and business objectives.

Get started today Number unconfirmed +974 5205 2051 2026 company profile +974 7743 4330 live site

Sun–Thu, 08:00–18:00 AST