Mystery Shopping

A multinational bank operating in Bulgaria needed to identify ways to improve the customer experience at its offices nationwide. The bank’s management contacted Client-X to assist, through a mystery shopping program, in obtaining unbiased, first-hand information regarding customer service.
Client-X designed a mystery shopping and mystery calling program in which clients visited or called the bank’s branches to inquire about products/ services.
Specific objectives of the research were to evaluate the customer experience on several key points:

Corporate standards
The welcome/farewell
The hospitality offered
Understanding the needs of the customer
Staff knowledge and professionalism
Quality of consultation
Upgrades or additional products/services offered

Experienced mystery shoppers made personal visits or telephone inquiries to each participating branch and documented their experience, based on detailed evaluation forms and questionnaires.

OUTCOME
Customer feedback helped identify a number of issues to be addressed in order to enhance the customer experience at bank offices. The information obtained allowed the bank’s management design and implement a new staff training program to achieve consistent service quality across different branches.