A comparative study of customer interaction culture in banks in Moscow, Kyiv and Minsk, examining individual contact, teamwork and the service environment.
Method
Customer scenario research and structured assessment of customer interactions.
Sample
82 banks; 778 visits; 17 customer scenario research participants.
Attribution
Aleksei Veretenov and Michael Ruckman; Senteo research team.
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The complete report, in Russian, is available on Senteo's public website.
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