Banking Service Breakthrough: Secret Checking, Surprisingly Effective

– Improve customer experience
Evaluate the quality of the trading counters
Research competitors and market.

OVERVIEW

Industry

Finance – Banking

Solution

Mystery Shopping Service

Background

– The quality of transaction offices at the above banks is not consistent;
– Difficulty in detecting and promptly handling service problems;
– Fierce competition with rivals.

Deployment

Deployment scale 400 reviews / 3 months
Mystery Shoppers pose as customers and visit bank branches to evaluate customer service in video format.
Checklist is built methodically, professionally, closely following the needs and reality of the business.
Mystery shoppers are carefully selected / trained and tested before conducting assessments.
All reviews are QC 100%.

How to build a survey

Built according to the criteria and regulations of the bank combined with the elements of a standard customer service that have been summarized through many years of operation at Bellsystem24 Vietnam. Information is recorded as evidence through video or audio recording (depending on the needs of the bank) and the results are shown through the Survey Questionnaire.

Survey questions are detailed with answer options or in the form of "Pass - Fail" to increase objectivity in process monitoring. In each process, add customer opinions to increase the richness of information and authenticity of the report.