We work with you to determine the consumer experiences you would like us to review based on your institution’s goals. You may choose to have us evaluate general consumer touchpoints, or specific activities such as new account opening, special promotions, campaigns, new product offerings or problem resolution. Our mystery shoppers document their experiences with your call center, website and branches in the course of doing business with your financial institution.
How does the mystery shop process evaluate my employees’ skill set?
We develop comprehensive shopping evaluations based on the skills you want to measure. We then compile and score your employees’ performance. You can review those scores using our EnGauge online reporting tool.
How will the results of the mystery shop be presented?
We make it easy to view and drill down to the details of your mystery shopping results with EnGauge, our online reporting tool. EnGauge provides 24/7 access to charts and graphs of your shopping data. It presents the results from a variety of perspectives, including by branch, project and employee. In addition to immediate access to data, we provide a written evaluation with an executive summary and historical information at the end of your mystery shop project.
What is the EnGauge reporting tool and what are its features and benefits?
EnGauge is Harland Clarke’s online tool that helps put your mystery shopping intelligence to work quickly.
EnGauge includes:
- 24/7 online access. Log on anytime using our secure web-based tool.
- Interactive data analysis tools. Graphs and charts enable you to easily compare performance and identify trends across your financial institution.
- One-click drilldown. Quickly obtain detailed shop information organized by branch, employee, function or question.
- Intuitive user interface. The easy-to-navigate interface saves you time by organizing data so you can find what you need at a glance.
- Detailed observations. Shopper narratives provide a rich descriptive account of the shopper’s in-branch, phone or online experience.
What is the turnaround time for my mystery shopping results?
We provide our clients real-time shopper feedback via our EnGauge reporting tool. Review your financial institution’s mystery shop entries as soon as they are finalized by our mystery shoppers so you can quickly identify and respond to customer service strengths and weaknesses.
What information and assistance will I need to provide to get my mystery shop started?
You will need to designate a program administrator to act as an internal liaison with Harland Clarke. That person will work closely with us to provide information needed to develop your specialized shops. We work with you to understand the skills you want to measure and share our extensive knowledge of the key training program elements for effective selling and customer service. This exchange helps us develop comprehensive, customized questionnaires based on your organization’s service standards. Harland Clarke mystery shoppers are trained in professional sales and service skills and use these questionnaires to effectively evaluate your employees.