This bachelor thesis deals with assessing qualitative aspects of the branch net-work, building societies, namely the quality of the front office staff, who is largely involved in its activities. The aim of this thesis is to evaluate qualitative aspects of the activities of selected building societies branches operating on the Czech bank-ing market in terms of the quality of their front office staff using mystery shop-ping marketing tool with the focus on the quality of their front office staff. Based on the research investigations results all building societies are provided with rec-ommendations to remove identified weaknesses. There were also conducted three separate research surveys of financial intermediaries to extend The empir-ical part of the bachelor thesis.