"Accenture and SAP co-sponsored with EFMA a unique, worldwide mirror survey that examines the current status, impact, and transformation of Core Banking Systems. It gathers the views of top bank executives from IT and lines of business, as well as those of branch managers and staff — the users of the core systems."
http://www.efma.com/efma-sap3.php4

"Provides step-by-step guidelines for conducting a customer service survey. Contents include: setting objectives; project planning; exploratory research; sampling; survey opinions; response rates; questionnaire design; rating scales; introducing the survey; data analysis; benchmarking; the mirror survey; feedback; making the business case."
http://www.hrconsultant.com/br/br_ter_mktg_sales_svc.html