The Challenge
A regional bank with 38 branches across Pennsylvania and Maryland needed a reliable way to evaluate customer interactions across multiple channels.
Key questions included:
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Were tellers greeting customers by name and offering additional assistance?
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Did new account staff ask about customer needs rather than listing every product?
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Were phone and branch interactions consistent with the bank’s service standards?
With managers already stretched thin, the bank lacked an objective, consistent system to measure employee performance during critical customer interactions.
The Objective
The bank partnered with Confero to:
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Evaluate teller service, new account openings, and phone interactions through structured mystery shops.
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Identify training needs by scoring employee behaviors against the bank’s own standards.
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Provide managers with actionable data to reinforce coaching and performance improvement.
Our Approach
Confero designed a customized bank mystery shopping program that included:
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Tailored Surveys: Separate shop instructions for tellers, account staff, and call centers, with each question weighted for scoring.
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Objective Measurement: Shops produced an overall performance score, creating a clear baseline for improvement.
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Careful Scheduling: Special consideration was given to small-town branches and shops requiring an active bank account, ensuring eligible shoppers were assigned appropriately.
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Monthly Shops: Consistent mystery shops provided reliable trend data for managers and executives.
The Results
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Improved Scores: Average shop results climbed from the 70s to the mid-80s and 90s across all channels.
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Clearer Coaching: Managers used detailed reports to guide staff training and set expectations.
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Enhanced Service Quality: Customers experienced more personalized, helpful interactions.
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Boosted Sales and Service: Improved employee behaviors directly supported revenue growth and stronger customer loyalty.
The Success
By introducing a structured mystery shopping program, the bank gained a trusted tool to measure, coach, and improve employee performance. Over time, the program drove stronger service delivery, higher sales opportunities, and more consistent customer satisfaction across all 38 locations.
Key Takeaway
Confero helps banks and financial institutions nationwide improve employee performance and customer service through tailored mystery shopping programs. By providing objective insights and consistent data, Confero ensures employees meet service standards that build customer trust and loyalty.
Ready to Read More? – Mystery Shops to Improve the Drive thru Experience
