Mystery Shopping in Financial Service

Background:

Sapience embarked on a mystery shopping project for a renowned financial services provider—the project aimed to evaluate the client’s customer service quality across multiple channels.

Objectives:

  1. Assess physical outlet standards and protocols.
  2. Evaluate employee communication and product knowledge.
  3. Review responsiveness on digital channels.
  4. Analyze call center service quality.

Findings:

Visits:

  • Positive: Outlets maintained pleasing aesthetics with clear brand representation. Most staff were attentive and patient.
  • Areas for Improvement: Some staff members displayed limited product knowledge and lacked upselling skills.

Calls:

  • Positive: Clear IVR systems and generally effective agent interactions.
  • Areas for Improvement: Inconsistent adherence to on-hold procedures and lack of conversation summarization.

Digitals:

  • Positive: Prompt email responses.
  • Areas for Improvement: Inadequate acknowledgment on social media platforms and the official website.

Recommendations:

  1. Enhance employee training focusing on product knowledge.
  2. Refine call protocols to improve user experience.
  3. Streamline digital communication to ensure prompt and consistent responses.

Conclusion:

Through the mystery shopping project, Sapience delivered actionable insights that can guide the financial services provider in enhancing its customer service across all touchpoints.

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