What do potential customers really think of you?  Here are a few comments from our banking mystery shopping studies:

Bank is a shambles. People everywhere, not enough staff.
The branch was large, empty and devoid of any personality.
The staff ignored me twice when I was waiting at the enquiry desk.

The level of customer service was excellent.
The branch had vibrancy and urgency yet felt super professional, calm and organised.
They were all confident in their work - amazing how good it is to see everyone smiling.

There is much more to mystery shopping than a few verbatim quotes.  However, they make the point.  Our Business Banking Mystery Shopping service scores performance over a number of key indicators so you can benchmark your branch(es) against your competitors as well as see what the shoppers said about you.  This can contribute to really effective staff training and reward.

This is a highly successfully study involving a large number of bank branches across Great Britain.  Reports are delivered confidentially online to subscribers every month. 

For more information e-mail Ian Stevens or Annette White or call (020) 7400 1000