CUSTOMER EXPERIENCE MEASUREMENT FOR FINANCIAL SERVICE INDUSTRY

Consumers expect more today from their financial institution. They want to deal with knowledgeable employees who take ownership and do more than handle transactions. They want to have their needs recognised and  solutions presented.Our financial service mystery shopping and measurement solutions are custom designed for each client. This ensures that all metrics address each client’s unique information needs, market position, opportunities and objectives.

Our financial service mystery shopping programs will enable our client to:

  • Identify and measure key drivers for an exceptional customer experience
  • See snapshot views of performance at individual branches or regions
  • Effectively measure the consistent delivery of your brand promise
  • Analyze data from mystery shops into meaningful actionable results
  • Evaluate staff performance against company service standards
  • Test staff members product knowledge
  • Evaluate staff members selling techniques
  • Identify bottlenecks
  • Check whether staff comply with company procedures with regards to  banking inquiries and new account opening process
  • Evaluate the effectiveness of training methods
  • Evaluate whether staff members are promoting specific campaigns

 

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