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Annual Banking Studies

                

2009 Greater Washington Banking Study – Consumer Banking
This 3rd annual Greater Washington Banking Study focused on retail banking and had two parts:  1) Part One – Survey of 250 banking consumers in the Greater Washington area about their banking habits and preferences, with special sections on mobile banking and use of social networking websites; and 2) Part Two – Mystery shopping study of banks and credit unions operating in the Greater Washington market, including both platform and phone evaluations.

 

  
Download a FREE Executive Summary of our 2009 study now!


 

2008 Greater Washington Banking Study – Small Business Banking

The 2008 study compared the effectiveness of area financial institutions in responding to small business account inquiries from prospective small business customers, in categories such as service quality, product presentation and knowledge, and selling skills.  Over 150 mystery shop evaluations were conducted at over 30 different area banks.  The second component of the study featured a survey of over 100 small business owners based in the Greater Washington area about their banking habits and preferences.  Participating banks received a detailed report that included copies of all mystery shopping reports conducted at their branches, side-by-side comparisons of their mystery shopping results with those of the peer group, and a complete analysis of both the mystery shopping and survey results.

 

 

2007 Greater Washington Banking Study – Consumer Banking

The 2007 study compared the effectiveness of area financial institutions in responding to consumer checking account inquiries from prospective customers, in categories such as service quality, product presentation and knowledge, and selling skills.  Over 200 mystery shop evaluations were conducted at over 50 different financial institutions.  The second component of the study featured a survey of over 260 area consumers about their banking habits and preferences.  Participating banks and credit unions received a detailed report that included copies of all mystery shopping reports conducted at their branches, side-by-side comparisons of their mystery shopping results with those of the peer group, and a complete analysis of both the mystery shopping and survey results.