Banks and insurance companies are organization where standards should be observed as precisely as possible. There should be no extraneous questions in a conversation with a client, the appearance of an employee should be 100%. Your staff is the face of your company! Practice shows that the level of service in banks is often not at the proper level.
How to understand the customer service quality in a bank and insurance companies?
Does the employee follow the rules prescribed to him/her?
What does the employee look like? How does he/she communicate?
Does the staff utilize active sales techniques?
Does the employee offer additional products?
A mystery shopper will help
answer your questions
What is the mystery shopper method?
Our staff prepares questionnaires, scripts, finds the mystery guest, sends them to locations, collects reports, analyzes and prepares reports.
A mystery guest is an average bank customer. The result of the check will depend on how well the mystery shopper is selected. We approach the search and selection of a mystery shopper carefully.
We have an extensive base of mystery shoppers. The base is replenished daily. Each selected mystery shopper is trained on the peculiarities of the project. Our employee constantly coordinates the mystery shopper and stays in touch with him.
What can a mystery visitor check out at a bank?
For each check, different legends, scripts and questionnaires are prepared. Depending on the objectives of the mystery shopper study, consultations can be checked during the study
“Mystery Shopper” method
A mystery shopper can portray clients of different types, from retirees and specifically anxious individuals to risk-takers and ordinary people seeking security for the future.
After receiving all materials and instructions, the mystery shopper visits the insurance company to conduct the inspection. After the visit, they provide a detailed report on the staff's performance and the condition of the office.
What will the mystery shopper check in the insurance company?
A mystery shopper can evaluate both the skills of the managers and the quality of the consultations. Both of these factors affect the average transaction value for the insurance company.
Topics of audits
How does the audit go?
Mystery shopper research consists of several steps.
A project is created for each client in the online reporting system.
Personal accounts are prepared, accesses are set up depending on the area of responsibility of the client representatives.
The address program is loaded.
After completion, the reports are entered into the online system. The questionnaires are then checked by specialists from the validation department. After all checks, the reports become available to the client.
Each report undergoes several reviews:
Checking to make sure all fields are filled with sufficient information and that all necessary artifacts (audio, photos, receipts, etc.) are present.
Checking whether the provided data corresponds to the audio recording
Checking for spelling, logical and punctuation errors
At the end of the audit you receive a final analytical report with conclusions on improving the quality of customers of a bank or an insurance company.
We will provide you with a cost effective
and best in the industry practice
Advantages of Regular "Mystery Shopper" audits in Banks and Insurance Companies
Conducting "Mystery shopper audits" in a bank and an insurance companies are an opportunity to quickly and without significant costs to assess the real state of affairs in the company, to identify weaknesses in customer service (long waiting time, rudeness, rudeness, incompetence, poor knowledge of bank products or insurance options, misunderstanding and/or ignorance of sales techniques). The information collected by mystery shoppers will become the basis for the development of your company.
What a mystery shopper check gives to the head of bank or insurance company management
Sales growth and profit increase
Customer focus assessment
Increasing the flow of regular and new customers
Service level control
Analysis of competing companies
Motivation for employees
Huge experience of carrying out audits throughout India (in large and small towns). We can organize audits of any level of complexity.
Individual approach to each customer. We take into account the specifics of each company. In accordance with this we form checks.
We know all about mystery shopper research:
All research results will be guaranteed to be shared only with you under a non-disclosure agreement.
Data obtained in the course of audits will not be passed on to third parties!
Just fill in the application form.
Our team will call you back and introduce you to all the advantages of our service.
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