Mystery Shopping for Financial Services

Mystery Shopping for Financial Services, Your Outsourced Secret Agent

Want to know what keeps your clients coming back or why they are taking their services to other banks or insurance companies? We provide mystery shopping for financial services through versatile agents who understand customer service in a variety of industries. We can assist you with assessing your staff, facilities, fees, offerings, service and business features with face to face clients, online or electronic clients, and telephonic customers. Our mystery shoppers experience all aspects of banks and provide a report to aid in areas for improvement. Our services help you identify which products are popular and cost-effective and those that are not. We can identify staff who require additional training and those whose performances deserve a recommendation.

What sets Us Apart Regarding Mystery Customer Feedback in the Finance Sector

We have fourteen years’ experience in assessing customer service and finding solutions to grow your business and client base. We provide feedback from mystery agents to over 700 venues and stores nationally and make use of cutting-edge systems and processes for training our staff and providing you with feedback and strategies to improve your niche in the marketplace. Our mystery consultants undergo a comprehensive induction and training process to equip them to adapt to any business’ requirements. Customer satisfaction plays an integral part in why we offer our services; a happy customer will be a repeat customer.

1. Our agents pose as your customers and complete customised questionnaires and inspections of various aspects of your institution in the finance sector, such as banks.
2. Our shoppers can experience what ordinary customers do on an average day and report back their findings.
3. Obtaining customer feedback in the finance sector ensures that costs and services are competitive and fair.

Tips for Getting More Value out of a Mystery Shopper in Banks

To get the most benefit out of our services, we advise that you prepare a list of areas you feel could do with improvement and what you would ultimately like to achieve from our process. Despite their experience, executive managers tend to lose touch with the customer experience and the standard of service their staff are providing.

1. By providing us with the standards your institution aims to meet, provides a starting point with our questionnaires to aid our mystery shoppers when inspecting your financial institution.
2. Provide us with aspects of your competitors that you would like to compete with, and our shoppers can secretly gather information on their experiences between your service and other banks.
3. Let us analyse your entire business to work out strategies to maintain your reputation, ensure customer retention, and attract new customers.

Why you Should use Mystery Management

We can keep you ahead of the game by assisting you with strategies to improve your service levels and increase customer satisfaction, sales, and performance to give you a competitive edge. We offer a private audit of your financial institution to gain an understanding of your staff’s performance, your facilities, products, and fees. We supply mystery shopping consultants to Melbourne, Brisbane, Sydney, Adelaide, Perth, Hobart, and Darwin.

Contact us to find your mystery shopper.