The document discusses a study conducted by Kinesis CEM, LLC on compliance, service quality, and sales effectiveness in retail banking. The study found that bank branches which provided required disclosures to customers during sales presentations, in compliance with regulations, had higher customer satisfaction ratings and increased customer intent to open new accounts, compared to branches which failed to provide the disclosures. The results suggest that compliance and sales effectiveness can go hand in hand, rather than being mutually exclusive.

1. Kinesis CEM, LLC
Compliance and Sales Effectiveness Go Hand In Hand
https://blog.kinesis-cem.com/2014/04/29/compliance-and-sales-effectiveness-go-hand-in-hand/
Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies.
Mr. Larse can be reached at elarse@kinesis-cem.com.
http://www.kinesis-cem.com
http://www.kinesis-cem.com/bank_mystery_shopping.shtml
kinesis-cem.com 206.285.2900 info@kinesis-cem.com
Compliance and Sales
Effectiveness Go Hand In Hand

2. In fact, there is a
positive relationship
between compliance
and, not only service
quality, but stronger
sales.
Compliance and
service quality are
not mutually
exclusive.

3. 5 Major US Banks
Retail Deposit Products
TISA Disclosures Observed
Compared the presence
and timing of disclosures
to purchase intent.
Kinesis Mystery
Shopped

4. Shops which passed
disclosures had higher
satisfaction with the
experience.Disclosure =
Satisfaction
Passed Failed
Ave. (Net Sat.) Ave. (Net Sat.)
4.1 (70%) 3.4 (24%)

5. Satisfaction is great,
but what about the
effectiveness of the
sales presentation?
But

6. To measure sales
effectiveness, we asked
the shoppers to rate
intent to open an
account as a result of
the presentation.
Purchase
Intent

7. Passed Shops Had
Higher Purchase Intent
Disclosures =
Purchase Intent

8. Compliance and
service quality are
not mutually
exclusive.
Remind Your
Sales People