Service Quality & Customer Experience Solutions

• Mystery shopping is a research tool that identifies defects, flaws and outstanding performance within customer-related operations and procedures.
• It reveals how customers are treated by staff and helps management ensure employees follow company and market standards.

• A health check of your account-opening process, carried out by mystery shoppers.
• Shoppers observe every procedure and process a customer goes through while opening an account.

The journey we assess

1. Branch visit
2. Initial inquiry
3. Product explanation
4. Document submission
5. Account opening process
6. Customer guidance
7. Account activation

• A health check of your retail and consumer financing products, carried out by field evaluators.
• Shoppers observe every procedure, timeline benchmark and presentation standard a customer meets when applying for retail financing.

The journey we assess

1. Customer inquiry
2. Needs assessment
3. Product recommendation
4. Application submission
5. Processing & verification
6. Approval / completion decision
7. Communication

• Telephonic mystery shopping that assesses service quality and information accuracy for your consumer products.
• Mystery shoppers evaluate the end-to-end customer process while inquiring about or applying for consumer products.

The journey we assess

1. Customer call
2. Call handling
3. Information sharing
4. Needs identification
5. Product recommendation
6. Closing & follow-up