The Challenge
A regional bank with 38 branches across Pennsylvania and Maryland needed a reliable way to ensure consistent service and sales behaviors across branches and call centers. Leaders wanted proof that teams were:
-
Asking about customer needs (not just listing account types)
-
Using customers’ names and offering additional assistance
-
Meeting professionalism and courtesy standards on the phone
Managers were already stretched—so the bank required an objective, consistent method to evaluate real interactions.
The Objective
Partner with Confero to:
-
Build shops reflecting the bank’s unique service standards
-
Assess interactions across tellers, new accounts, branch visits, and call centers
-
Deliver measurable data for coaching, recognition, and accountability
-
Track improvement over time to validate training and performance initiatives
Our Approach
Confero created a tailored mystery shopping program:
-
Custom Surveys: Four shop types (teller, new account, branch, phone) mapped to standards with weighted point values
-
Overall Scoring: Each shop generated a score to compare locations and trends over time
-
Careful Scheduling: Matched qualified shoppers to branches—including smaller towns and shops requiring active bank accounts
-
Monthly Cadence: Ongoing shops produced regular, actionable insights for leadership
The Results
-
Performance Growth: Scores climbed from the 70s to steady mid-80s to 90s across all shop types
-
Sales & Service Impact: Staff more consistently asked needs-based questions, used names, and offered additional services
-
Coaching Reinforcement: Clear expectations + manager coaching drove measurable behavior change
-
Customer Experience Lift: More consistent service strengthened relationships, boosting sales and loyalty
The Success
Confero’s ongoing program gave the bank a dependable, data-driven view of frontline performance. With regular feedback and coaching, the bank improved service standards and sales behaviors across its 38 branches and call center operations.
Key Takeaway
Confero helps regional and national banks measure and improve performance across branches, call centers, and new account teams. With customized surveys, objective scoring, and monthly evaluations, Confero delivers insights that drive better service, stronger sales, and higher customer satisfaction.
Ready to Read More? – Mystery Shops to Improve the Drive thru Experience
