Detailed tables on each question: ANALYSIS BY BANK

	Questions	ABC Bank	XYZ Bank	NBB Bank	HXXX Bank	SSSS Bank
4.1	Was Customer Parking instantly available for the Mystery Shopper?	66	0	0	0	0
4.2.a	Was the Entrance Clean?	98	100	50	100	100
4.2.b	Was the Entrance Convenient?	98	100	100	100	100
4.3	Were the branch premises clean?	100	100	100	100	100
4.4.a	Posters / Branding material present on doors, walls and windows?	72	100	100	100	100
4.4.b	Pamphlets, Leaflets and Brochures on display?	98	100	100	100	100
4.4.c	Branding material up-to-date?	95	100	100	100	100
4.5.a	Were employees present at over 90% of the branch desks and counters?	71	0	100	0	100
4.5.b	Were all / almost all of the staff neatly and professionally dressed?	97	100	100	100	100
4.5.c	Were all / almost all of the staff wearing name badges?	21	100	100	50	100
4.6.a	Was the area surrounding the ATM and CDM machines clean and presentable?	88	100	100	100	100
4.6.b	Were the ATM and CDM machines functioning?	91	100	100	100	100
4.6.c	Was there sufficient cooling in the ATM/CDM area?	68	100	100	100	100
4.7.a	Was the branch air-conditioning fully functional and sufficient?	100	100	100	100	100
4.7.b	Did the branch possess sufficient lighting?	100	100	100	100	100
4.7.c	Did the customer have sufficient waiting space / seating area?	83	100	100	100	100
4.7.d	Did the customer find it easy to follow the signage within the interiors of the branch, indicating different counters/ work stations?	55	100	100	50	100
5.1.a	Was the Mystery Shopper 'promptly greeted / acknowledged' on entering the branch?	37	0	33	0	0
5.1.b	Did the staff either / or: a) Ask for the customer's name? b) Greet the customer by name?	26	0	0	0	100
5.1.c	Did the staff ask, 'How can I help you today?' and Probe the purpose of the customer's visit?	64	100	0	100	100
5.1.d	Was the Mystery Shopper redirected on the basis of his / her needs?	53	0	50	50	100
5.2.a	Were the staff courteous on the customer making his / her enquiry?	41	67	17	50	100
5.2.b	Did the staff demonstrate 'active listening' on customer enquiry?	59	33	50	50	100
5.2.c	Did the staff appear confident?	47	67	83	83	67
6.1.a	Did the staff frequently probe the nature of the customer's needs?	78	0	50	100	100
6.1.b	Did the staff actively attempt to anticipate customer needs?	66	0	50	0	0
6.1.c	Were the staff able to cater to the needs of the customer without seeking the help of a colleague?	62	100	100	100	0
6.1.d	Were the staff able to answer all / most of the questions posed?	86	100	100	100	0
6.1.e	If the staff were unaware of the answer to a particular query / queries, did they politely 'ask you to wait while they double-checked with the system / a colleague'?	75	0	0	0	100
6.2.a	Overall, were the staff well-informed on Bank Dhofar's product and services?	74	100	83	83	33
6.2.b	List the details of the 'main purpose of your visit' (as per SECTION B): rate the staff on the level of 'product / service knowledge' in this area:	77	100	83	100	33
6.2.c	Did the staff attempt to 'cross-sell' other products and services?	19	0	33	0	0
6.2.d	Did the staff explain Why Bank Dhofar's products and services possess a 'Comparative advantage' relative to competing banks?	16	0	0	0	0
6.2.e	Did the staff attempt to provide 'complete information' on Bank Dhofar's products and services, along with relevant literature?	83	0	67	0	0
6.2.f	Information on relevant procedures, documentation and follow-up method?	83	0	67	0	0
6.2.g	Did the staff attempt to acquire more customer information so as to follow-up at the end of the visit?	47	0	0	50	100
7.1.a	Waiting time on entering the branch, before dealing with the frontline staff:	69	33	33	17	33
7.1.b	Did the customer feel like the queuing system functioned properly?	42	0	0	0	0

Note:

Score is on percentage
Calculation: (Actual Score / Achievable Score) x 100
Not Applicable data is avoided in computation