Assessing a branch’s customer service, consistency, effective selling, and compliance with regulations are
vital, as each branch is a representation of your brand. Service Intelligence’s services recognize strengths
and weaknesses and guide you to formulate strategic plans to drive success.
We provide mystery shopping services for the consumer banking industry including financial institutions and
banks. Although this is a relatively new field in mystery shopping, Service Intelligence has already shopped
for many clients and assisted them with building brand equity and reinforcing expected behaviors in employees.
We have skilled shoppers who focus on areas of most concern to your institution then we deliver results and
recommendations to retain and build your customer base.
How Service Intelligence Makes Your Business Smarter
Service Intelligence’s suite of integrated products and services can be customized to suit your business. You
select the questions that are most pertinent to your success, and we provide you with tangible data and solutions
that will enable you to achieve your business goals. We offer in-person, online, and call center shops, and can
also perform shops to gather competitive intelligence.
Stellar Customer Service Yields High Returns
With so many options for consumers these days, how can you differentiate your institution? Are your customers
always greeted and engaged in conversation? Do tellers know customers’ names? It’s not impossible, even in the
21st century – there is a place for personalized customer service.
Financial mystery shopping services from Service Intelligence can evaluate the customer service skills of your
employees to determine if the policies and procedures you have put in place are being carried out in every branch.
We help you pinpoint areas for improvement and provide tangible recommendations including employee awareness
programs and training.
Consistency and Regulatory Adherence: Rating High?
In addition to customer service, financial mystery shopping can evaluate the consistency, efficiency, and
regulatory adherence of transactions. Customers seek not only friendly service but a quick, hassle-free
exchange. Our shoppers can determine if your employees are following correct protocol when opening accounts,
informing customers about loan products, or any other account related transactions. We can also ensure that
your staff is prompt and proficient in conducting business with customers.
Investing in Effective Selling
Are your employees catching key opportunities to offer customers more products? Our financial mystery shoppers
can be trained to mention the need for other services like loans or investments and report on the responses
received from your employees. This gives you the ability to gauge if your sales training is effective and identify
areas where employees could use a refresher or further training. Ensure that your staff is ready to spot
opportunities to engage customers.
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