Visibility into banker behaviors is related to frequency of observations

Customer interactions are vital to customer attitudes and behavior, employee engagement, and ultimately, business performance. Every financial institution should have good visibility into staff behaviors in customer interactions.

One of the interesting findings of SeeEverything’s research study was the strong correlation between the frequency of observations and the degree of visibility into front-line staff behaviors in customer interactions.  That is, those organizations that conduct frequent and scheduled observations have good visibility.

Nearly one third of surveyed banking leaders said that their observations of customer interactions are conducted on an ad hoc basis. Almost all of the financial institutions that conduct ad hoc observations of customer interactions have low or no visibility into banker behaviors.