The importance of a comprehensive and effective compliance program cannot be overstated. Establishing such a program is the foundation for meeting reporting, record-keeping, client identification, and know-your-client (KYC) requirements under the Canadian AML Law. At Shoppers Confidential, we help financial institutions—including banks, credit unions, financial advisors, and lenders—create customized mystery shopping programs optimized to gather the information you need. This enables you to enhance internal processes, improve sales training, and deliver superior services.

Mystery Shopping & Customer Experience Services We Offer:

1. Customer Sales & Service Audits

Our trained and certified mystery shoppers act as your eyes and ears, visiting your branches, websites, or call centers under the guise of typical customers. They report back on their experience, offering valuable insights into how well your services meet expectations.

Do you really know what’s happening on the front line, especially when you’re not present? Just one poor interaction could damage the millions of dollars you’ve invested in customer acquisition and retention. Our mystery shopping reports provide an objective, accurate view of your business from the customer’s perspective.

2. Competitor Intelligence Program

Want a competitive edge? Our Competitor Intelligence Program enables you to see how your competition is performing by having our mystery shoppers evaluate their services. Compare sales strategies, customer service, and overall experiences to ensure you stay one step ahead.

3. Compliance Program

Ensuring compliance with government regulations and brand guidelines is crucial in the financial sector. Our Compliance Program evaluates whether key identification and procedural requirements are being followed during customer interactions. Mystery shoppers are guided to check for specific points that must be offered or implied, ensuring peace of mind that your business is fully compliant.

4. Integrity Program

Concerned about employee integrity or shrinkage? Our Integrity Program helps you identify and control internal risks. We’ll work with you to develop a tailored program to uncover issues and implement solutions to protect your bottom line.

5. Online Comment Cards

Transition from outdated paper comment cards to a modern, efficient system. Our Online Comment Cards allow customers to provide feedback through their devices, giving you real-time insights without the need for manual data entry.

6. Telephone (Customer Care) Evaluations

First impressions matter, especially over the phone. Our mystery shoppers evaluate your call center interactions, from how inbound calls are greeted to how customer inquiries are handled. These evaluations are invaluable for improving telephone customer service and ensuring callers receive the care they deserve.

7. Employee Rewards Program

Our Employee Rewards Program motivates your staff by recognizing top performers based on mystery shopping evaluations. Whether rewarded immediately or later, this program incentivizes excellence in customer service, encouraging continuous improvement.

8. Employee Satisfaction Surveys

Your employees are your greatest asset. Learn from their experiences through Employee Satisfaction Surveys that gather ideas for improving morale, work processes, and overall productivity. Surveys can be anonymous or personalized, giving you the flexibility to capture honest feedback.

9. Website Evaluations

Your website is often the first point of contact for potential clients. Our certified mystery shoppers evaluate every aspect of your online presence, including ease of use, the customer journey, selling tactics, and the effectiveness of the checkout process. This ensures your website aligns with customer expectations.

10. Voice of the Customer (VoC) Program

In the financial industry, great customer service is essential to building trust. Our Voice of the Customer Program helps you understand how your clients perceive your services. By gathering real-time feedback, you can assess whether front-line staff meet client expectations and make improvements where necessary.

11. Social Reputation Management

Our all-in-one portal brings together mystery shopping data and online reviews, giving you a complete view of your social reputation. Track, respond to, and interact with online reviewers while managing performance insights from your mystery shopping reports. This system helps you celebrate top performers and create action plans for consistent improvements across all branches.

Why Choose Shoppers Confidential?

Shoppers Confidential offers a full range of mystery shopping services for financial institutions, associations, and service providers. Whether you’re looking to improve compliance, assess employee performance, or gain a competitive edge, our tailored programs provide the insights you need to drive success. Our tools help you create a streamlined action plan that improves your processes and enhances customer satisfaction.

Let us help you stay compliant, optimize customer interactions, and elevate your brand. Contact us today to see how our customized mystery shopping services can benefit your financial business.