Market Survey and Mystery Shopping Research Services

RTC was commissioned by Raiffeisen Bank Kosovo (RBKO) over the course of a year to carry out ten (10) individual quantitative Computer Assisted Telephone Interview (CATI) and Paper & Pencil Interview (PAPI) research projects on measuring the bank’s and its competitors’ brand perception and customer satisfaction across Kosovo. In addition, RTC was also commissioned to carry out a variety of ad-hoc research across the country.


The achievements and deliverables from RTC’s work include:


Outcome 1: Implementing a Post-Complaint Evaluation study by carrying out 400 CATI interviews with RBKO individual customers.
Outcome 2: Implementing a Post-Campaign Evaluation by carrying out 600 CATI interviews with RBKO individual customers and 600 CATI interviews with potential RBKO customers.
Outcome 3: Implementing a Post-Campaign Evaluation Study by carrying out 900 PAPI interviews with individuals and 300 PAPI interviews with businesses.
Outcome 4: Implementing a Post-Campaign Evaluation Study by carrying out 600 PAPI interviews with RBKO individual customers and 600 CATI interviews with potential individual customers.
RTC was also commissioned by RBKO for a separate mystery shopping project which ran for three consecutive years from March 2011 – March 2014. As part of this work RTC conducted 3000 face-to-face:


•    Mystery shopper visits
•    Emergency mystery shopper visits
•    Mystery shopping calls to all Raiffeisen branches across Kosovo
RTC also conducted a thorough data analysis, including extensive quality assurance tests and measures at the highest international research standards, and subsequently produced a comprehensive report detailing its key findings and contributing to internal strategy-setting.