Customer Centricity


Category: Customer Centricity.

Methodology: Mystery Shopping Model. (HAWK-EYE).

Industry: BFSI.

Target group: Competitor bank branch in the same city.


Our Client is a well-known name in the Indian Banking sector. The Bank offers personalized banking and financial solutions to its clients in the retail and corporate banking arena through its large network of Branches and ATMs, spread across the length and breadth of India and overseas.

The Challenges Were…

As competitions intensify and the focus on customer service increases, the client wants to understand the level and quality of service they deliver to their customers and identify the gaps.

Our Approach…

Market Search India used “HAWK-EYE” a Mystery shopping Model and conducted a Mystery audit at Bank branches across India, covering various locations and Mystery shoppers was recruited as per the criteria and sent in as a disguised customer. They acted like real / genuine customers and evaluated the bank personnel on the basis of defined parameters. There is minimum 3 visits per city and enquired for the things which bank wanted to evaluate.


Our comprehensive analysis and insights helped the client to identify the gaps between customer expectations and currently offered services to gain an edge over the competition and it is also identified that what bank employees are expected to do to improve the performance.