Mystery Shopping Programs for Financial Services and Associations

"The importance of a comprehensive and effective compliance program cannot be overstated. The guidance document notes that establishing and implementing such a compliance program is the basis for meeting the reporting, record keeping, client identification and know-your-client requirements under the Canadian AML Law."-Osler

From Financial Institutions, Associations and Services to Cash Stores, Banks, Credit Unions, Financial Advisors and Lenders we will assist you with creating a customized Mystery Shopping program optimized to give you the information you need so that you can improve on internal work process, sales training and services. 

CUSTOMER SALES & SERVICE AUDITS

Our trained and certified mystery shoppers act as your eyes and ears. They’ll visit your establishment or websites under the guise of a typical customer, and report back their experience.

Do you really know what’s happening on the front line of your company, especially when you’re not available? Just one employee’s poor performance could waste the millions of dollars you spend getting and keeping your customers. (Quoted by Baron Hilton of Hilton Hotels).

Your Mystery Shopping reports will give you a detailed, objective, and accurate view of your business from your customers perspective.

COMPETITOR INTELLIGENCE PROGRAM

Want the scoop on the competition?

Mystery Shoppers will shop your competition and provide you with the “competitive edge!” Compare your sales and service strategies and stay one-step ahead.

COMPLIANCE PROGRAM

There are many brand and government guidelines on offering certain products and services to people and how they are sold and offered.

Protect yourself, your employees, and your business. Ensure all government compliant Identification procedures are being followed appropriately, and as required. A mystery shopper is guided to look for key points to see if they are said, offered or implied during their interaction and reports on the experience.

Our Compliance Program provides invaluable peace of mind!

INTEGRITY PROGRAM

Do you have concerns about shrinkage or employee integrity issues that you’re not sure how to address?

We’ll work with you to develop a program to help identify and control the issue, and assist with incorporating a solution.

ONLINE COMMENT CARDS

Does your business offer customers the old paper method to express their thoughts to you?

Why not give your customers choice and the convenience of providing their comments online? You may then generate statistical reports from the information collected, and save you and your employees time having to manually enter and analyze the data.

TELEPHONE (CUSTOMER CARE) EVALUATIONS

Often the only chance you have to make a grade-A first impression is via the telephone.

Are your employees treating in-bound calls as an opportunity, not as an interruption or nuisance? Our certified mystery shoppers evaluate the greeting, telephone manner, helpfulness, courtesy, and sales skills. Telephone evaluations are of immeasurable value to Call Centers and Retailers. Calls may also be recorded upon request.

EMPLOYEE REWARDS PROGRAM

This program entails Customer Sales and Service visits to your establishment. Once the mystery shopper has completed and gathered all of the information they need to know, the employee can either be rewarded on the spot by the mystery shopper, or rewarded at a later date.

Rewards are limited only by your imagination. We can help pick the perfect reward for you.

EMPLOYEE SATISFACTION SURVEYS

Learn vicariously through your employees’ experience!

Besides yourself, no one knows your company better than your employees. Are they happy? Do they have a great idea to improve morale and sales? Surveys are tailored to discover the information you need to maintain a successful employer/employee relationship. Surveys may be administered anonymously or otherwise.

WEBSITE EVALUATIONS

Our certified shoppers visit your website and evaluate every element including selling tactics, closing the deal, cancellations, ease of use, and appeal to target audience/market.

VOICE OF THE CUSTOMER PROGRAM

It’s imperative that financial Institutions such as banks, financial advisors and lenders have great customer service and ensure clients feel comfortable in their business. Ensure that your front-line workers are providing clients with the highest quality of service by using the Voice of the Customer program. We can help identify what your customers think about the business and find out if their expectations have been met.

SOCIAL REPUTATION MANAGEMENT

Correlating the online reviews and customer feedback with your Mystery Shopping program has never been simpler with our all-in-one portal.  View and aggregate data from your Mystery Shop program and your online reviews and feedback in one place.  Respond to and interact with your reviewers while examining the data.  Reward and celebrate your top performers while creating action plans within the system to help all locations rise to the top.