Clients Login HereHarland 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 educational programs to act on the results.
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 can include alternative delivery systems (phone center, back office, website, etc.) to measure service standards based upon specific 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 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. Harland Clarke prefers to utilize non-accountholders during the baseline to provide unbiased, effective service evaluations; however, current account holders can be trained as Harland Clarke shoppers.
Interested in Becoming a Shopper?
Click here to fill out an online application to become a
Mystery Shopper for Harland Clarke.
Custom Shop Scenarios
Harland Clarke works closely with our clients to customize the scenarios for each evaluation period. Baseline shop scenarios typically include information gathering on checking and savings products. These scenarios can also include establishing an account for the shopper.
Ongoing shops discuss more detailed scenarios with products such as credit cards, loans, and deposit products.
Custom Shop Samples:
Teller: Approach the teller and conduct a transaction. Mention that you are thinking of having your son or daughter (or niece/nephew) join and want to know what they will receive. What are the accounts available for them? Ask if they have on-line banking as you are thinking about buying a computer. This should prompt a referral to the loan dept.
New Account/Loan Rep: Mention one of the following and vary: Scenario #1 You are going to buy a computer and want to know about online banking. (Should prompt a cross-sell of a loan too!) Scenario #2 You want to find out about the financial institution for a relative. (Should prompt a cross-sell of a variety of products and services!)
Phone calls: You are employed by the County of Bakersfield and want to know how to open an account.
Specialty Shops
Mystery Shopping Services offers a number of specialty shops, including:
- Competitive Shops: A formal shop of identified competitors to supply a comparison of service levels between financial institutions.
- Web shops: Harland Clarke evaluates your website from the consumer’s perspective, looking at content, functionality, response time and tone and accuracy.
- Peer analysis: Harland Clarke's work with numerous financial institutions affords us the opportunity to provide a peer analysis on service levels based on the data we have acquired.
Mystery Shop FAQs
What do the customers experience when they come
through your doors?
How are they received when using your call center? Your web site? What about their reception when they have mistakenly transferred to an employee in the back office? How are products and services being presented?
The customer's perception is what matters most. As you know Mystery Shopping is a great way to help you uncover what their experience is. Reports reflect their experience from the customer's point of view. This subjective information helps to develop employee training directed at enhancing the customer relationship.
That's the beauty of the Mystery Shop program. It is an indicator, giving direction for possible training needs, and it is a follow-up tool to measure how well the training is implemented. With a Harland Clarke Mystery Shopping consultation, we can help you to develop your team to be the best it can be…and more!
How will your procedure address skill sets? Harland Clarke shoppers are trained on professional sales and service skills, which are then evaluated in your employees. We are familiar with the discipline of selling/servicing employed in most training programs. The forms attached demonstrate the complex questionnaire used for measurement. These forms can be customized for your organization based upon your individualized service standards.
How will the results be presented? We provide both detailed evaluations and an executive summary with historic information included. Detailed reports that track skill sets are also included. Specific customized scenarios are presented in the report.
What is the turnaround time? We provide our clients the final report within 30 days of the last shop date. So, if the organization wants the shop during February, the report will be provided by the end of March.
What assistance will be required? An administrator of the program will be needed within the financial institution who will provide us telephone phone lists (for specialized shops), scenario information of promotions going on at the financial institution , name spellings, etc. The administrator acts as our
internal liaison.
