First Southern Community Bank Has Long Tried to Differentiate Itself

Multiple Choice

First Southern Community Bank has long tried to differentiate itself as,"your friendly,hometown bank." However,the bank president has been concerned about a number of recent customer service complaints.Which of the following approaches would probably be best to get a feel for how friendly her employees really are to customers?

A) employee focus-group interview
B) mail questionnaire of a sample of current customers
C) mystery shopper
D) experiential research
E) an Internet based community study