Mystery Shopping
Learn where your bank's strengths and weaknesses are and exactly how you stack up against the competition!
Our proprietary mystery shopping analysis provides your bank with a multidimensional view of its key driver for long-term value — core deposits. We can examine every touch point or dimension that prospective and current customers use to access your bank, and through our core deposit product, provide valuable feedback and strategic direction.
Your Customized Mystery Shop Can Include
- Branch Calls
- After conducting extensive research on your retail product offerings, our trained mystery callers will contact a specified number of your branches. Each caller will inquire about available accounts in order to gauge your representatives' ability to differentiate products and target customer needs. We will also give consideration to any effort to cross-sell or build relationships. You may also choose to include a specific number of business account inquiries.
- Branch Visits
- Modeled after the phone inquiries and best utilized in combination with them, this review is the final step in a full-scale mystery shop analysis. Like the calls, representatives will be measured on their ability to differentiate products, target customer needs, cross-sell and build relationships. Branch visits will also provide a review of branch layout, aesthetics; expose preconceptions, and collateral material availability.
- Competitor Calls
- Similar to the branch calls that will be conducted during your bank's mystery shop, our deposit team will explore your competition's account acquisition competencies. All competitor calls will explore the time required to open an account and include commentary and comparisons.
- Web site Analysis
- The most obvious area for bank interaction and transactions has traditionally been with tellers. However, online banking is steadily taking precedence. Your web site acts as a marketing vehicle, a virtual teller, fulfills compliance issues, and provides financial education. The site also is a window to the community the bank serves. Your analysis will reveal if your bank truly maximizes its Internet capabilities, without overwhelming your web clientele.
Get Started with Mystery Shopping
Mystery Shopping programs can be built into a core deposit strategy session – or can lead to a full core deposit plan if desired. See Core Deposit Capture Planning for more details.
Take our quick assessment to have a representative contact you today.