Leading banks recognize the link between creating memorable customer experiences and driving loyalty, advocacy, retention and future sales.  No bank can afford to have a gap between the promise of quality and its actual delivery, although many do.

Through mystery shopping, you’ll gain clarity and intelligence to measure key behaviors necessary to effectively communicate campaign details and sell your promotional products.   

Telephone Shops
Telephone shops will provide feedback about whoever answers the phone.  You identify the positions to be shopped and we’ll provide an analysis of the results.

Online Shops
Online mystery shoppers make website inquiries that require employee intervention or response.  The shoppers will monitor employee response time to online inquiries and provide feedback on sales and service skills.   

Face-to-Face Shops
Face-to-face shops will direct shoppers to tellers, the platform and drive thru.   You identify critical sales and service skills and we’ll provide the insight!

For more information about measuring employee service delivery, visit our wholly-owned subsidiary CIMA Insight or contact us.