BARRY LEEDS & ASSOCIATES. INC.

BARRY LEEDS & ASSOCIATES, INC.

38 E. 29th Street

New York, New York 10016

Contact: Paul C. Lubin

Phone: [phone]

Fax: [phone]

E-mail: [e-mail]

Web: www. barryleedsassoc.com

Profile

Market research and consulting firm dedicated to helping financial services companies improve sales and service through action-oriented market research. Services include mystery shopping, customer satisfaction, brand image, compliance testing, multicultural research and focus groups.

Case Study

A major financial services company wanted to determine how its customers were being treated worldwide when the customers used credit cards at a variety of ATM networks in more than 40 countries. The company was interested in whether its credit card was accepted and whether it was in compliance with Y2K and established procedures and practices.

Barry Leeds & Associates designed and distributed questionnaires, instructions and test scenarios that were used in a variety of countries. Barry Leeds then recruited and trained bilingual testers or mystery shoppers in 41 countries across North America, South America, Central America, Africa, Asia, Europe and the Middle East. The company conducted more than 5,000 tests worldwide. The questionnaires were entered into an electronic database.

The company received report cards on customer service and Y2K compliance worldwide and by country, ATM network and bank. The report cards identified areas of noncompliance and customer service shortfalls. The financial institution was able to correct areas of noncompliance by adjusting internal system and by following up with the ATM systems and bank ATMs that accept its credit card.