Since 1987, Sinclair has provided effective customer research to national and super regional banks helping management reach their goals for growing and managing their customer service, customer loyalty, and ultimately their bottom line. Let us put our understanding in measuring the customer experience to work in your bank. No matter the changes to the banking industry, at its core, it is still about serving customer financial needs. Banks face tough challenges in meeting their customers' expectations and preventing defection while keeping their operations within budget. We provide actionable metrics derived from skillful measurement of various touch-points between customer and teller, platform specialist, drive-thru associate, or a banks telephone protocal. Learn More >

Sinclair specialists will sit down with your management team to assess current perceived opportunities, results from previous research, and immediate management goals. From this, we will design a measurement plan to help you reach your objectives within budget. Whether it's measuring front-line service performance and execution using mystery shoppers or surveying your customers to determine key drivers of satisfaction and loyalty, we will outline the plan and its cost.

Consumer skepticism regarding the banking industry has been on the rise recently making it more important to effectively measure the interaction that goes on between a bank's front-line and the customer. Sinclair delivers affordable programs that go beyond gathering data and analytics. We connect the dots for managers by presenting a road map of opportunities along with the action steps needed to realize them.

Sinclair Provides the Following Research Services:
  • On-Site Mystery Shopping
  • Competitor Mystery Shopping
  • Industry Benchmarking with Comparative Competitor Analysis
  • Telephone Mystery Shopping
  • Video Mystery Shopping
  • On-Site Compliance Audits and Inspections
  • Customer Satisfaction Surveys - Interactive Web & Interactive Voice Response (IVR)
  • On-Site Customer Interviews
  • Inbound and Outbound Customer Telephone Interviews
  • Employee Surveys
  • Ad Hoc Programs

  • Assess operational performance in areas such as teller stations, platform and drive-thru
  • Automatically deliver performance-based training or rewards at the individual location level
  • Encourage your managers to create a consistent living brand through their employees
  • Ensure the effective launch of new products and marketing promotions across all of your locations
  • Ensure your associates are consistently up-selling and cross-selling products at the point of sale
  • Establish priorities for improvement that best leverages what you know about your customer and will generate the highest returns
  • Gain a deeper understanding of your customers' attitudes and perceptions on product selection, product quality, wait time, and overall satisfaction
  • Help managers go beyond a culture of minimum compliance to an atmosphere of excellence
  • Highlight your top performing locations, and establish performance benchmarks
  • Identify your customers' key drivers of satisfaction
  • Learn what engages your customers in the last ten feet of their experience
  • Track performance down to each individual location and employee
  • Uncover additional revenue opportunities

Being in the service measurement business we hold ourselves to the same high standards of service that we measure for our clients. If a mystery shop is deemed invalid we will provide the client with another mystery shop as soon as possible at no additional charge. All expenses must be paid by the client such as reimbursable shopper fees. Contact one of our measurement consultants for more details.

If you'd like to hear more about the services we can provide your company, please call to speak with one of our Measurement Consultants: (800) 600-3871 or email us:

You're In Control With NetReports®

Whether you are an experienced analyst drilling deep into the data, or you are just getting started and need a quick summary report, in minutes with NetReports® you will become a master at generating reports and insightful analysis. Learn More >

Unlike other reporting sites, NetReports® does not limit hierarchical views and provides a full complement of reporting tools, widgets and customization options.

NetReports® has the depth and flexibility to provide each user exactly what they need, from executive overviews to unit-level reports with easy to use analytics and reporting tools.

NetReports® is available through your web browser 24/7 and updated in near real-time. In addition to accessing reports via web, they can be exported to PDF, JPEG, PNG, SVG, and CSV formats, and be e-mailed.

Triggers can be set to activate upon predetermined criteria, any number of actions including our proprietary employee-training tool, e-CoachTM

With NetReports® you get what other third party reporting services charge extra for. Moreover, if there is a custom report our NetReports® does not currently provide it's likely we can create it for you at no extra charge.

A Few Features of NetReports®:
  • Action Plan Tracking
  • Action Triggers
  • Advanced Analytics
  • Controlled Access Levels
  • Cross Tab Report
  • Custom Category Reports
  • Customer Callback Tracking
  • Customizable Dashboards
  • Customizable Skins and Menu System
  • GeoMaps
  • Individual Response Report
  • Individual Shop Reports
  • Multiple Graphical and Tabular Views
  • Multivariate Analysis
  • Performance Ranking Report
  • Pull Data from Multiple Sources Including OLAP Cubes
  • Reports Can Be Exported to PDF, JPEG, PNG, SVG, and CSV
  • Social Media Monitoring with Sentiment Tracking
  • Text Mining with Analytics
  • Top Box / Bottom Box Comparison Report
  • Trend Reports
  • Triggered Alerts
  • Video Mystery Shop Playback & Download
  • Voice Of The Customer, Audio Surveys

Customized Employee Training

NetReports® e-Coach™ automatically delivers store-level training to locations performing below standards. NR e-Coach® delivers alerts through email and/or reports to managers and specific store employees that directs them to customized training modules. Training is online and can be augmented with photos and video. Verification, status reports and tracking is provided to management for follow-up.