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Queue and waitTimed at each stage, so slow branch and busy hour separateSector
Banking and Finance Research in Oman
Branch networks, digital channels and relationship banking, measured against the standards you publish and the regulators expect.
In short
Does Quantum Gulf Marketing work with banks in Oman?
Yes. Banking is one of the sectors where we have the deepest record in the Sultanate, including consumer satisfaction studies run across full country branch networks at around a thousand interviews per wave, and in-depth interview programmes at national scale. Banking research in Oman has two demands that most sectors do not: findings have to hold at individual branch level because that is where accountability sits, and compliance items have to be recorded exactly, because a confident wrong answer from a member of staff carries regulatory as well as commercial risk.
Banking research in Oman has two demands most sectors do not. Findings have to hold at individual branch level, because that is where accountability sits, so sample is sized per branch rather than per network. And compliance items have to be recorded exactly, because a confident wrong answer from a member of staff carries regulatory as well as commercial risk, which is why disclosure failures are scored as pass or fail with evidence attached rather than as points off a service average.
- Channels
- Branch, contact centre, relationship management, digital
- Methods
- Mystery shopping, satisfaction tracking, in-depth interviews, planogram studies
- Run in Oman
- Satisfaction at N=1,000 per wave, national in-depth interview programmes
- Reporting
- To branch level, so a manager can act on their own result
What we measure
The things that decide this category.
02
Needs identificationWhether the right product was matched to the customer03
Product accuracyWhether what was said about the product was correct04
Disclosure and complianceMandatory disclosures made, in full, unprompted05
Cross-sell relevanceOffered appropriately rather than pushed indiscriminately06
Complaint handlingWhat happens when the customer is not satisfied07
Digital channelThe same journey attempted through app and online08
Branch environmentSignage, materials, privacy at the counterTrack record
Done here, for names you know.
Banking work already delivered in the Sultanate.
| Client | Programme | Scale |
|---|---|---|
| Bank Muscat | Consumer satisfaction across the full branch network | N = 1,000, four waves |
| Bank Dhofar | In-depth interviews, face to face | N = 3,000, full country |
| Bank Dhofar | Planogram study in branch | Oman |
Client names published with permission. Sample sizes are per wave where a study ran in waves.
Questions
Common questions
Can results be reported at branch level?
Yes, and it is usually the point. Sample is sized so each branch carries enough visits for its score to be defensible in a performance conversation.
Can you audit compliance items?
Yes. Mandatory disclosures and required statements are scored as pass or fail with the evidence attached, separate from the softer service dimensions.
Do you cover contact centres?
Yes. Telephone scenarios run to the same standard as branch visits, and the comparison between channels is often the most useful cut.
How many visits per branch per wave?
Enough that one unusual shift does not decide a branch's score. We size this with you at design, and it is the most common place programmes are under-specified.
Can you interview our relationship customers?
Yes. In-depth interviewing with high-value and business customers is a core part of our qualitative work in the Sultanate.
Are visits conducted in Arabic?
Yes, in Arabic or English to match the customer profile the scenario represents.
Start here
Tell us the question.
We will tell you how to measure it.
Send us the business decision you are stuck on. You will get a straight answer on whether research can settle it, what it would take, and what it would cost.