At Trustbank Private Joint-Stock Bank, employee performance is regularly assessed through the “Mystery Shopper” program in order to improve customer service quality and ensure compliance with established service standards.
Following the latest monitoring activities conducted under the “Mystery Shopper” methodology at the Operations Department and the Tashkent Banking Services Offices, a series of practical training sessions was held. During these sessions, responsible staff members of Department for Coordination of Branch Operations, together with representatives of an external marketing company, presented analytical findings on the strengths and weaknesses of the Bank’s products and customer service processes.
In addition, the evaluation forms of each employee who participated in the “Mystery Shopper” assessment were individually reviewed and analyzed. Particular attention was paid to employees’ achievements as well as to the shortcomings identified in their compliance with customer service standards.
Furthermore, during the practical training sessions, participants put forward a number of proposals aimed at further improving service quality and enhancing the Bank’s products and services.
