FINANCIAL SERVICES MYSTERY SHOPPING

Financial Services Auditing

Helping You Utilize Your Assets and Spark Interest

SEC financial services mystery shopping helps brands of all sizes improve their customer experience and boost their bottom line, with custom-built financial auditing services.

We understand that the financial services industry is highly regulated and our clients need a partner who can help them meet their compliance obligations. Our financial services mystery shopping programs are designed to help companies identify and correct any compliance violations, reducing the risk of fines and penalties.

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Financial Service Audits

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Legal Compliance Verification

Financial services mystery shoppers can pose as new customers to observe whether or not financial institutions comply with KYC and AML requirements, as well as privacy regulations.

Ethical Sales Practices

We pre-arm financial services mystery shopping agents with detailed information about your business's operations, so they can inquire about products and services and assess the accuracy and completeness of the answers they receive.

Staff Knowledgability

We pre-arm our shoppers with detailed information about your business's operations, so they can inquire about products and services and assess the accuracy and completeness of the answers they receive.

Process Efficiency

We can evaluate the speed and efficiency of your staff when opening accounts, as well as when resolving complaints and other issues.

Customer Experience Assessment

Mystery shoppers can interact with your financial institution through a variety of channels, such as in-branch, online, and mobile, to assess the consistency of customer experience across locations and the omnichannel.

Location Cleanliness

Mystery shoppers can observe the cleanliness of the financial institution's branches and call centers. They can look for things like clean floors, counters, and restrooms.

Financial services mystery shopping benefits

Audits & Analysis

Our impartial insights give you the information necessary to make measurable, impactful improvements to your business.

Avoids Legal Risks

By identifying and addressing compliance issues like non-compliance with KYC, AML and privacy regulations, financial services businesses can reduce their risk of fines and penalties.

Improved Customer Service

Locating areas where the customer experience falls short allows financial services businesses to make changes that improve customer satisfaction and loyalty.

Greater Consistency in CX

Our mystery shoppers can provide feedback on all customer-facing areas of your business so you can make changes to align your CX across these touchpoints.

Improved Training Outcomes

With impartial insights from the perspective of the customer provided by our secret shoppers, you can ensure your employees are equipped with the skills and knowledge they need to deliver an exceptional customer experience.

Enhanced Employee Engagement

When employees know that they are being evaluated on their customer service skills, they are more likely to go the extra mile to provide a positive experience for customers.

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Brands We Have Worked With

Finaincial Services Mystery Shopping

Strategy

We work with you to identify the areas of your business and services you wish to optimize and the KPIs around them you wish to measure. Our insights are impartial, analytical and backed by evidence-based rigorous data intelligence.

Program Creation

We create a tailored financial services mystery shopping program that is bespoke to the requirements, expectations and intended experience of your brand. We offer direct guidance through collaboration and consultation.

Training Up

Our mystery shoppers are pre-armed with in-depth information about your business and industry, then tested to verify they have absorbed it fully.

Deployment

We deploy our fully-trained mystery shoppers to your business to measure your specified KPIs and record their findings. These agents will be specifically chosen to be in-line with your target demographics.

Reporting

Our banking industry mystery shoppers feedback on their findings through our proprietary reporting systems, allowing you to make necessary changes to address any issues identified.

Measuring Changes

Once your changes have been implemented and have taken effect, our shoppers can be redeployed to appraise how successful they've been and how well decisions at the executive level translate to improvements at the customer-facing level.

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