The Relationship Opportunity Assessment is a 90-Day Mystery Shopping Program designed to meet three important objectives.

1. Provide a standardized measurement of customer experiences with bank staff during new account inquiries.
2. Assess the customer service and relationship building skills utilized by bank employees during telephone contacts.
3. Provide baseline performance measurements to identify relationship training and staff development opportunities.

Each location included in your assessment will receive nine telephone new account evaluations during a predetermined 90-day evaluation period.