Detailed tables on each question: ANALYSIS BY BANK, BY REGION

Bank	Region	4.1 Was Customer Parking instantly available for the Mystery Shopper?	4.2.a Was the Entrance Clean?	4.2.b Was the Entrance Convenient?	4.3 Were the branch premises clean?	4.4.a Posters / Branding material present on doors, walls and windows?	4.4.b Pamphlets, Leaflets and Brochures on display?	4.4.c Branding material up-to-date?	4.5.a Were employees present at over 90% of the branch desks and counters?	4.5.b Were all / almost all of the staff neatly and professionally dressed?	4.5.c Were all / almost all of the staff wearing name badges?	4.6.a Was the area surrounding the ATM and CDM machines clean and presentable?	4.6.b Were the ATM and CDM machines functioning?	4.6.c Was there sufficient cooling in the ATM/CDM area?	4.7.a Was the branch air-conditioning fully functional and sufficient?	4.7.b Did the branch possess sufficient lighting?	4.7.c Did the customer have sufficient waiting space / seating area?	4.7.d Did the customer find it easy to follow the signage within the interiors of the branch, indicating different counters/ work stations?	5.1.a Was the Mystery Shopper 'promptly greeted / acknowledged' on entering the branch?	5.1.b Did the staff either / or: a) Ask for the customer's name? b) Greet the customer by name?	5.1.c Did the staff ask, 'How can I help you today?' and Probe the purpose of the customer's visit?	5.1.d Was the Mystery Shopper redirected on the basis of his / her needs?	5.2.a Were the staff courteous on the customer making his / her enquiry?	5.2.b Did the staff demonstrate 'active listening' on customer enquiry?	5.2.c Did the staff appear confident?	6.1.a Did the staff frequently probe the nature of the customer's needs?	6.1.b Did the staff actively attempt to anticipate customer needs?	6.1.c Were the staff able to cater to the needs of the customer without seeking the help of a colleague?	6.1.d Were the staff able to answer all / most of the questions posed?	6.1.e If the staff were unaware of the answer to a particular query / queries, did they politely 'ask you to wait while they double-checked with the system / a colleague'?	6.2.a Overall, were the staff well-informed on Bank Dhofar's product and services?	6.2.b List the details of the 'main purpose of your visit' (as per SECTION B): rate the staff on the level of 'product / service knowledge' in this area:	6.2.c Did the staff attempt to 'cross-sell' other products and services?	6.2.d Did the staff explain Why Bank Dhofar's products and services possess a 'Comparative advantage' relative to competing banks?	6.2.e Did the staff attempt to provide 'complete information' on Bank Dhofar's products and services, along with relevant literature?	6.2.f Information on relevant procedures, documentation and follow-up method?	6.2.g Did the staff attempt to acquire more customer information so as to follow-up at the end of the visit?	7.1.a Waiting time on entering the branch, before dealing with the frontline staff:	7.1.b Did the customer feel like the queuing system functioned properly?
Bank Dhofar		52	98	100	97	86	95	88	39	100	21	98	94	74	98	98	94	48	40	27	76	50	62	61	60	65	65	74	50	50	76	81	19	36	63	68	61	66	75
	BATINAH & BURAIMI	50	100	100	86	64	100	71	50	100	7	100	100	67	100	93	93	36	45	29	64	36	50	52	43	57	71	64	20	75	64	83	10	36	64	60	50	57	67
	DAKHLIYA & DHAHIRA	64	100	100	100	73	91	82	45	100	27	100	100	100	100	100	82	36	64	27	73	64	88	85	76	64	45	64	100	67	94	94	18	9	63	100	55	73	100
	DHOFAR	89	100	100	100	100	100	100	44	100	67	100	89	100	100	100	89	67	0	0	33	0	85	81	78	100	100	67	33	50	81	81	44	100	63	74	100	70	100
	MUSCAT NORTH	31	100	100	100	100	100	100	31	100	8	100	85	86	100	100	100	46	56	46	92	69	46	46	51	69	54	92	100	0	74	74	21	46	62	62	69	69	56
	MUSCAT SOUTH	44	89	100	100	100	100	100	56	100	33	100	89	40	100	100	100	33	44	33	89	44	56	56	63	67	44	78	0	33	67	74	11	11	63	67	67	63	100
	SHARQIYA	40	100	100	100	90	80	80	10	100	0	90	100	50	90	100	100	80	17	20	100	80	53	53	57	40	80	80	50	0	77	77	13	20	63	63	30	67	0
Bank Muscat		33	100	100	89	89	100	100	33	100	78	100	100	86	100	100	100	100	70	44	78	33	63	70	63	67	44	100	0	0	81	74	30	44	67	67	67	37	50
	BATINAH & BURAIMI	0	100	100	100	0	100	100	0	100	100	100	100	0	100	100	100	100	100	100	100	0	67	100	33	100	0	100	0	0	67	67	33	100	67	67	100	33	0
	DAKHLIYA & DHAHIRA	100	100	100	100	100	100	100	0	100	0	100	100	0	100	100	100	100	0	0	100	0	100	100	100	0	0	100	0	0	100	100	0	0	0	0	0	33	100
	DHOFAR	0	100	100	100	100	100	100	100	100	100	100	100	100	100	100	100	100	67	100	100	0	67	67	67	100	100	100	0	0	67	67	67	100	67	67	100	33	33
	MUSCAT NORTH	33	100	100	100	100	100	100	0	100	67	100	100	100	100	100	100	100	89	0	33	33	44	56	56	33	0	100	0	0	67	56	11	0	67	67	67	33	56
	MUSCAT SOUTH	0	100	100	50	100	100	100	100	100	100	100	100	50	100	100	100	100	100	100	100	100	67	50	50	100	100	100	0	0	100	83	50	50	67	67	50	67	67
	SHARQIYA	100	100	100	100	100	100	100	0	100	100	100	100	100	100	100	100	100	0	0	100	0	67	100	100	100	100	100	0	0	100	100	33	100	67	67	100	0	33
National Bank of Oman		13	100	88	100	88	88	88	25	100	13	100	88	86	100	100	88	38	29	13	63	25	63	71	83	50	63	88	100	100	83	88	25	25	57	67	38	42	67
	BATINAH & BURAIMI	0	100	100	100	100	100	100	0	100	0	100	100	100	100	100	100	0	100	0	0	0	33	33	67	100	100	100	0	0	100	100	0	0	67	100	0	67	100
	DAKHLIYA & DHAHIRA	0	100	100	100	100	100	100	100	100	0	100	100	0	100	100	100	100	33	0	100	0	100	100	100	0	0	100	0	0	100	100	0	0	0	0	0	33	100
	DHOFAR	100	100	100	100	100	100	100	100	100	0	100	100	100	100	100	0	0	0	0	0	0	33	67	100	100	100	100	0	0	100	100	67	100	67	67	100	67	0
	MUSCAT NORTH	0	100	100	100	100	100	100	0	100	0	100	100	100	100	100	100	50	17	0	50	0	67	67	67	0	0	100	0	0	67	67	33	0	33	33	0	33	67
	MUSCAT SOUTH	0	100	100	100	100	100	100	0	100	50	100	50	100	100	100	100	50	33	50	100	50	67	83	100	100	100	100	0	0	83	100	33	50	83	83	100	33	67
	SHARQIYA	0	100	0	100	0	0	0	0	100	0	100	100	0	100	100	100	0	0	0	100	100	67	67	67	0	100	0	100	100	67	67	0	0	33	67	0	33	0
HSBC-OIB		50	100	100	100	100	100	100	25	100	50	100	100	80	100	100	88	38	67	50	88	50	67	67	63	88	75	88	100	100	88	96	67	38	75	92	63	54	0
	BATINAH & BURAIMI	0	100	100	100	100	100	100	0	100	0	100	100	0	100	100	100	0	67	0	100	100	0	0	0	100	100	100	0	0	67	100	0	0	33	100	0	33	0
	DAKHLIYA & DHAHIRA	100	100	100	100	100	100	100	100	100	100	100	100	0	100	100	100	0	100	100	100	100	100	100	67	100	100	0	100	100	100	100	67	100	67	100	100	100	0
	DHOFAR	100	100	100	100	100	100	100	0	100	100	100	100	0	100	100	0	0	0	0	0	0	100	100	100	100	100	100	0	0	100	100	67	100	67	100	100	0	0
	MUSCAT NORTH	67	100	100	100	100	100	100	33	100	67	100	100	100	100	100	100	100	89	67	100	67	56	56	56	67	67	100	0	0	89	89	67	33	89	89	33	56	0
	MUSCAT SOUTH	0	100	100	100	100	100	100	0	100	0	100	100	100	100	100	100	0	50	50	100	0	83	83	83	100	50	100	0	0	83	100	100	0	83	83	100	67	0
	SHARQIYA	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0
Bank Sohar		33	100	100	100	100	100	100	44	100	22	100	100	100	100	100	100	78	37	33	100	44	48	48	52	67	67	89	100	0	74	85	7	11	75	88	89	41	75
	BATINAH & BURAIMI	0	100	100	100	100	100	100	0	100	0	100	100	0	100	100	100	0	67	0	100	100	0	0	0	0	0	100	0	0	67	100	0	0	33	100	100	0	100
	DAKHLIYA & DHAHIRA	100	100	100	100	100	100	100	0	100	100	100	100	100	100	100	100	100	67	100	100	100	33	33	33	0	0	0	100	0	67	67	0	0	67	67	0	33	67
	DHOFAR	0	100	100	100	100	100	100	100	100	0	100	100	100	100	100	100	100	0	0	100	0	33	67	67	100	100	100	0	0	67	67	0	0	0	0	100	33	67
	MUSCAT NORTH	50	100	100	100	100	100	100	100	100	0	100	100	100	100	100	100	100	0	0	100	100	50	33	50	100	100	100	0	0	100	100	0	50	100	100	100	50	100
	MUSCAT SOUTH	33	100	100	100	100	100	100	33	100	33	100	100	100	100	100	100	67	33	33	100	0	67	67	67	67	67	100	100	0	67	78	0	0	78	78	100	44	83
	SHARQIYA	0	100	100	100	100	100	100	0	100	0	100	100	100	100	100	100	100	100	100	100	0	67	67	67	100	100	100	0	0	67	100	67	0	67	100	100	67	0
Oman Arab bank		50	100	100	100	100	100	100	13	100	13	100	88	100	100	100	88	50	54	50	100	75	58	54	54	63	50	88	100	100	75	79	29	38	79	67	50	33	60
	BATINAH & BURAIMI	0	100	100	100	100	100	100	0	100	0	100	100	100	100	100	100	0	67	0	100	100	67	67	0	100	100	0	100	100	100	100	67	100	100	33	100	0	33
	DAKHLIYA & DHAHIRA	100	100	100	100	100	100	100	0	100	0	100	100	0	100	100	100	100	100	100	100	100	67	67	67	0	0	100	0	0	67	67	0	0	33	33	0	67	0
	DHOFAR	100	100	100	100	100	100	100	0	100	100	100	100	100	100	100	0	0	0	0	100	0	67	33	67	100	100	100	0	0	67	67	33	100	67	67	100	33	0
	MUSCAT NORTH	33	100	100	100	100	100	100	0	100	0	100	67	100	100	100	100	100	44	33	100	67	56	56	56	33	33	100	0	0	78	78	44	33	89	89	33	33	78
	MUSCAT SOUTH	50	100	100	100	100	100	100	50	100	0	100	100	100	100	100	100	0	67	100	100	100	50	50	67	100	50	100	100	0	67	83	0	0	83	67	50	33	33
	SHARQIYA	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0
Ahli Bank		50	100	100	100	100	100	100	50	100	25	100	88	50	100	100	100	75	46	25	75	38	58	58	63	50	38	100	0	0	88	88	21	50	72	78	75	54	100
	BATINAH & BURAIMI	0	100	100	100	100	100	100	100	100	0	100	100	0	100	100	100	100	67	100	100	100	67	67	67	100	100	100	0	0	100	100	33	100	100	100	100	33	0
	DAKHLIYA & DHAHIRA	100	100	100	100	100	100	100	100	100	0	100	100	0	100	100	100	0	0	0	100	0	67	67	67	0	0	100	0	0	100	100	0	0	0	0	100	100	0
	DHOFAR	100	100	100	100	100	100	100	100	100	100	100	100	0	100	100	100	100	0	0	0	0	100	100	100	100	100	100	0	0	100	100	0	100	33	67	100	67	0
	MUSCAT NORTH	33	100	100	100	100	100	100	0	100	0	100	100	100	100	100	100	67	33	33	100	33	44	44	44	33	33	100	0	0	67	67	44	33	83	83	67	22	0
	MUSCAT SOUTH	100	100	100	100	100	100	100	100	100	100	100	0	100	100	100	100	100	100	0	0	100	33	33	67	100	0	100	0	0	100	100	0	100	67	67	0	67	100
	SHARQIYA	0	100	100	100	100	100	100	0	100	0	100	100	0	100	100	100	100	100	0	100	0	67	67	67	0	0	100	0	0	100	100	0	0	67	67	100	100	0

Note:

Score is on percentage
Calculation: (Actual Score / Achievable Score) x 100
Not Applicable data is avoided in computation