Childrens Mutual
Winning the Hearts and Minds of Fledgling Family Investors
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Two Mortgage Panel Case Studies - open as PDF

 

Business Banking Mystery Shopping
This syndicated study was prompted by banks’ requirement to assess the ways branches respond to speculative new business account enquiries.  We developed a methodology to identify the performance of individual branches and suggested action points.

Mystery shop visits were made at 40 locations nationwide to all major banks with a branch presence.  Scenarios were used for both new business start-ups and switchers, with the performance of each branch assessed using a ‘scorecard’.

Subscribers receive a full report for all branches at each location, comprising a breakdown of the overall score and verbatim feedback by the mystery shopper. Research insights identify any areas of service delivery shortfall at both the overall brand and the individual branch.  A rolling programme of monthly fieldwork allows overall brand performance to be tracked over time.