Sales Quality Research Group, Inc. is one of America's leading providers of market research services for financial institutions. The company has conducted nearly one-hundred-thousand in-person and telephone shops of retail bank employees, as well as bank investment and insurance sales personnel for all types of financial institutions nationwide.
Retail Bank Research: While Sales Quality Group previously specialized in investment shops, its retail bank research has expanded significantly over the last decade, and today represents over one-half its annual business. Since 1999, Sales Quality Group has conducted over 70,000 retail bank shops and surveys and has developed an extensive normative database for the most common sales and service quality criteria (stand, greet, smile, ask name, use name, explore needs, test for acceptance, ask for commitment, etc.). Sales Quality Group has conducted “competitor” shops every year since 1999 and shares those results with its clients.
Investment Program Research: Sales Quality Group’s investment program mystery shopping studies are designed to address all relevant OCC, FDIC, FRB, OTS, NCUA and NASD/SEC guidelines and regulations dealing with “oral” sales presentations made in a bank setting. Sales and service quality issues measured include a combination of relating, discovering and advocating skills typically used in the counselor approach to selling. The study results will also help the organization to identify the specific skills, activities and behaviors that drive the success of their top producing reps. Sales Quality Group also conducts Customer Callback studies for investment sales programs to generate valuable customer attitude and opinion data on the performance of the investment sales program.
Other Research: Sales Quality Group also conducts Branch Referral Studies, Customer Satisfaction Studies and Focus Groups for banks throughout the U.S. We also conduct Call Center shops using both telephone and e-mail for several banks and credit unions. Our experience in these areas will help us design an effective study of your Call Center operations. For additional information on Sales Quality Group's products and services, see the Services section of this website.