Article in „Bankovnictvi“ magazine

In March issue of „Bankovnictvi“ magazine, we have focused on the quality of Investment life insurance retail in Czech Republic and trends connected to this subject.

Satisfaction with customer service quality

Will you be more satisfied with customer service quality in Slovakia or in Czech Republic? After our last year's Customer Experience study in Czech republic, we have implemented the same project in Slovakia. The same question was put forward - what is the quality of customer service? Overall, 340 visits at stores of 34 brands (consumer goods) proved the best customer service to be provided by electronics and perfume shops. One of the positive results is the fact, that unpleasant shop assistants have almost disappeared. However, their overall approach towards the customer is still not active enough. All weaknesses identified in Slovakia correspond with those found in the Czech study. There is no significant difference in customer service quality between these two countries.

Mortgages 2009

In November, we have finished a fourth wave of Mortgages 2009 study, which is available for sale. The study monitors mortgage loan market in Czech Republic and includes an evaluation of 12 companies offering mortgage loans.

Internal selling contest

In August, we have successfully launched a contest between individual selling teams in soft furnishings chain store. The aim was to positively motivate each selling assistant to active customer approach. The contest was followed by a series of trainings that we carry out within our own TouchPoint tool for the client. Last week in September, results were announced and prizes given to the winners. Selling assistants responded very positively to the contest.