Mystery Shopping Program
Centenary Bank
Timeline: 2026
Project Overview
An evaluation of service delivery in the bank's points of representation and channels. Included:
- Branch evaluation (teller service, email handling, telephone handling
- Call centre evaluation (phone calls, emails, social media)
- Digital channels (offsite ATMs, Internet Banking, Banki Pa Kwathu, USSD, Mobile Banking, POS, Scan and Pay).
The exercise was expanded to include competing banks.
- Branch evaluation (teller service, email handling, telephone handling
- Call centre evaluation (phone calls, emails, social media)
- Digital channels (offsite ATMs, Internet Banking, Banki Pa Kwathu, USSD, Mobile Banking, POS, Scan and Pay).
The exercise was expanded to include competing banks.
Official Partner
Project Logistics
- Client
- Centenary Bank
- Sector
- Banking
- Year
- 2026
- Status
- Completed
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