Bank Mystery Shopping News

What is Mystery Shopper Interview Bias?

Aug 26, 2009 by Elaine Buxton

Businesses considering mystery shopping services sometimes ask us about “interview bias,” or the concern that the mystery shopper will sway the employee to behave in a certain way or that the mystery shopper will bring opinions to the shop visit which might affect the outcome of the research.

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Mystery Shopping Call Scenarios for Banks

Sep 10, 2009 by Elaine Buxton

Considering telephone mystery shopping call scenarios for your bank ? A good starting point is to think about the client interactions that are most critical to the achievement of your bank’s sales and service goals.

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Prepared Employees:  Ready to Explain Bank Fees

Jan 13, 2011 by Confero Inc.

Banks are thinking about imposing annual fees of $25 or $30 on debit cards, according to people familiar with bank strategies.  Other banks will increase fees on checking accounts. For example, during 2011, Bank of America will offer four basic checking accounts in some states, instead of three.  Three of the four will offer ways for customers to avoid fees, while the fourth, the Essentials account, has an unavoidable monthly fee between $6 and $9.  Chase Bank will charge a $6 monthly fee on one of their checking accounts, however, customers can avoid the fee with a $500 or more monthly deposit to the account, or when they use their debit cards five times during the month.

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Bank “Retail-like” Strategies Enhance Customer Experience

Mar 03, 2011 by Confero Inc.

Once thought to be a declining delivery channel, the bank branch remains an integral part of the customer experience.  With troublesome financial institution performance in the limelight during the past years, customers use face to face branch visits as a means to develop trust with financial institution employees.

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Easy Telephone Training – Introducing Mobile Roleplay

Aug 30, 2011 by Confero Inc.

Telephone mystery shopping allows managers to learn details of employee-customer telephone interactions.  Are associates placing clients on hold too long? Do they sound enthusiastic?  Is the information in compliance?  We have seen clients who use telephone mystery shopping in a variety of ways:

  • Financial service and banking mystery shops measures if customer service representatives invite prospective customers into the branch to open a checking account.
  • Law firm mystery shops help identify if associates provide accurate information on services. 
  • Restaurant and bar mystery shops monitor employee phone skills when handling reservations.
  • Healthcare, medical practices and doctor’s office mystery shops learn if associates provide clear information, invite the caller in for a visit, and encourage prospective patients to choose their medical facilities.
  • Automotive companies want to listen to associate calls to learn how they handle inquiries. They want to ensure that associates handle calls well, in order to gain more business from those “calling around” for prices on automotive services.

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