Mystery Shopping Services offers a number of specialty shops, including:
Service Quality Reports are used to measure the customer’s experience. The survey will provide the actual customer responses concerning the service they received while transacting business with the Financial Institution. It is important to understand what the Financial Institution did well and what you can change to do better. The surveys are conducted over the telephone, and are completed over a period of time determined by the financial institution, to allow for trends to be apparent.
Competitive shops identify competitors and supply a comparison of service levels between financial institutions. Information is gathered on marketing, rates, number of staff available, as well as, the quality of service provided. The Competitive Shop scenarios are fully customized to fit each customer’s needs.
Harland Clarke evaluates your website from the consumer’s perspective, looking at content, functionality, response time, tone and accuracy.
Our work with numerous financial institutions affords us the opportunity to provide a peer analysis on service levels based on the data we have acquired.