Mystery Shop: Specialty Shops
Mystery Shopping Services offers a number of specialty shops, including:
Transaction Surveys
Service Quality Reports are used to measure the perspective of the customer’s experiences. The survey will provide the actual customer responses concerning the service they received while transacting business with the Financial Institution. It is important to understand what the Financial Institution did well and what you can change to do better. The surveys are conducted over the telephone, and are completed over a period of time determined by the financial institution, to allow for trends to be apparent.
Competitive Shop
A formal shop of identified competitors to supply a comparison of service levels between financial institutions. Information is gathered on marketing, rates, number of staff available, as well as, the quality of service provided. The Competitive Shop scenarios are fully customized to fit each customers needs.
Closed Account Surveys
Closed Account Surveys are used to determine the primary reason(s) why customers close their accounts with the financial institution. It is important to understand why customers end their financial relationship and uncover any potential service issues.
Web shops
Harland Clarke evaluates your website from the consumer’s perspective, looking at content, functionality, response time and tone and accuracy.
Peer analysis:
Our work with numerous financial institutions affords us the opportunity to provide a peer analysis on service levels based on the data we have acquired.