Mystery Shopping

Harland Clarke Mystery Shopping Services provides a positive approach to service measurement designed to recognize employee strengths and identify development areas. With in-person quality service evaluations by trained shoppers and extensive reporting that includes graphs, summary of skill sets and historical perspectives, Harland Clarke delivers a critical coaching and training tool and can consult with you to develop customized programs to act on the results.

Click here to view a sample Mystery Shop.

Mystery Shop Process

The Harland Clarke Mystery Shopping program is designed to provide an analysis of current skill sets amongst designated employees. It gives the organization feedback on in-person evaluations and may include alternative delivery systems (phone center, branch calls, back office calls, website, etc.) to measure service standards based upon custom scenarios. The baseline shop establishes a benchmark and typically includes the facility, teller line and new accounts or loan desk.

Harland Clarke employs a methodology that begins with a baseline analysis of current processes and skill sets based on pre-determined custom shop scenarios. Based on the baseline feedback, which includes extensive organizational and individual results, coaching and educational initiatives can be enhanced or developed and delivered. On-going shops are then employed to measure progress, provide specific information to the management team to support their coaching efforts, and measure ROI on your training programs.

Harland Clarke Mystery Shopping Services works closely with our clients to customize the scenarios for each evaluation period. During the initial recommended period our shoppers inquire about opening an account. These scenarios include establishing an account for the shopper. Our shoppers on subsequent visits discuss more detailed scenarios with products such as credit cards, loans, and deposit products.

Harland Clarke Shoppers

Harland Clarke contracts with qualified and trained shoppers throughout the United States. We have both history and experience in our shoppers. We recruit shoppers from within our spectrum of influence, which means people we know refer people to us, and we look for shoppers with financial industry experience. Each shopper is trained on service standards and administration procedures. The Harland Clarke shoppers work from customized scenarios developed specifically for each client based on consultative discussions. Shoppers are required to have a minimum of 3 months experience in shopping financial institutions; be certified within the National Mystery Shopping Association (MSPA) (Gold, Silver, or Bronze) and live or work within the communities of the branch locations.

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For more information contact your Harland Clarke account executive today.