Financial Mystery Shopping
According to a J.D. Power & Associates study, nearly a third of a bank’s retail customers will reject a bank completely based on poor service. Conversely, a positive recommendation by a bank customer will influence just over a third of consumers selecting a specific bank.
No matter the type of financial instutiton, all financial organizations have developed and implemented customer service standards, but you cannot manage what you do not measure. Know for certain the level of service being provided to your most important asset, the customer.
On a monthly basis (or based on how often you choose), you will receive no-cost detailed drill-down Summary Reports providing accurate data allowing senior management to see the larger chain wide picture through to each individual location allowing for decisions to be made and action taken with confidence.
SPG will work with you to create tailored service scenarios to regularly measure and assess how each branch is fulfilling its customer service mandate. Through a fully tailored and developed format, SPG will include the following standards as well as client specific benchmarks:
- Physical plant readiness; does each location maintain a clean look with all customer paperwork readily available, exterior and interior signage effectively displayed
- Telephone interaction
- Product knowledge / queries and employee follow through
- Willingness to assist
- Account openings
- Sales skills
- Handling objections
- Add-on product sales
In conjunction with our mystery shop program, or utilized as a stand-alone component, you might also consider deploying Service Performance Group’s low cost, high quality Customer Satisfaction Surveys (C-Sats), easily and quickly taken through use of a Smartphone or Tablet to hear unvarnished opinion directly from your customers.