Lagos, Nigeria, May 27, 2015 --(PR.com
)-- Market intelligence firm, NUMERIS (Nigeria), have launched a free mystery shopping exercise that looks into the quality of service offered by the 21 major banks in Nigeria.
The latest mystery shop results were released on Friday, May 22, 2015 by NUMERIS.
Out of a total of 21 banks, 17 banks replied to the anonymous email enquiry sent out by NUMERIS, while four banks failed to respond. A generous allowance of 5 working days was given to enable the banks respond.
Anne Agbakoba, Chief Research Officer at NUMERIS, says: "This review shows 62 percent of banks responding to customers in under 5 hours, which is the average response time expected from consumers. For the 38 percent that responded in over 5 hours or not at all, it is evidence that customers are not consistently getting the quality of service they deserve when using remote customer service channels."
The NUMERIS mystery shopping review will occur monthly, with a focus on service delivered through two channels: email and telephone.
Says Adeyemisi Ogundipe, Assistant Researcher at NUMERIS: "Our new monthly Mystery Shopping reviews will help consumers appreciate what levels of customer service to expect from their financial institutions. It will also help banks focus on retraining staff and changing processes to improve standards for customers in the future."
Full report (May 2015): http://ow.ly/No5kH