OREANDA-NEWS. September 28, 2009. According to the results of NEXTEP Group’s monitoring of customer service quality, Alfa-Bank is the be Best Quality Customer Service Bank in Moscow, with a score of 80.8%, reported the press-centre of Alfa-Bank.

The research was conducted at ten branches of Moscow’s leading banks using the "mystery shopper" approach, which was based on unified banking sector standards.

The mystery shopper’s main purpose was to obtain information on deposits. As well as objectively assessing professional skills, including how the customer was greeted, what was offered to the customer and how the customer’s needs were identified, the experts evaluated the branch itself by using certain subjective parameters.

Sergei Malyshev, Loyalty & Strategic Partnership Director at Alfa-Bank, said, "Alfa-Bank has consistently carried out its own internal policies to improve the quality of its customer services over the past several years. The Bank has its own mystery shopper scheme, which is carried out on a quarterly basis and a „Customer Voice“ program, which gathers customer feedback and is attached to every lending and cash services office. We are constantly improving the quality of customer care at our branches, based on the customer assessment service available on our official web site".