Raiffeisenbank has emerged as the winner in a recent mystery shopping study conducted by Market Vision, receiving the highest rating for the quality of service provided to potential mortgage loan applicants. The bank achieved a score of 75%, showing a significant improvement of ten percentage points compared to the previous year.
In the benchmark study, Raiffeisenbank outperformed Air Bank, UniCredit Bank, and ČSOB, securing the top spot. This marks a shift in rankings from the previous year, with Raiffeisenbank claiming the first position this time around. The bank’s commitment to customer feedback is evident in its consistent high rankings in mystery shopping studies. Pavel Borek, the director of Raiffeisenbank’s mortgage centers, expressed his satisfaction with the results and emphasized the bank’s dedication to addressing customer feedback for continuous improvement.
The evaluation criteria in the study focus on various aspects of the mortgage loan application process. From the clarity of the bank’s website to the friendliness of the advisors and the presentation of loan offers, Raiffeisenbank excelled in all categories, scoring 100% in the Quality of Service Index. Advisors were helpful, welcoming, and professional, creating a positive experience for clients from start to finish.
Market Vision’s study includes assessments of the most significant banking institutions offering mortgage loans in the Czech Republic. Each company undergoes ten mystery shopping processes, and the results are calculated based on a predetermined point system. The research was conducted between May and June 2024, providing valuable insights into the customer service standards of leading banks in the mortgage lending sector.
Overall, Raiffeisenbank’s success in the mystery shopping study highlights its commitment to providing exceptional service to customers seeking mortgage loans. By consistently improving its performance and addressing customer feedback, the bank has set a high standard for quality service in the banking industry. This achievement reinforces Raiffeisenbank’s reputation as a reliable and customer-focused financial institution.
In conclusion, Raiffeisenbank’s victory in the mystery shopping study is a testament to its dedication to customer satisfaction and service excellence. The bank’s continuous improvement and high ratings showcase its commitment to meeting the needs of mortgage loan applicants and delivering a superior banking experience.
