Financial institutions, banks and building societies

The complexities of delivering quality service in this arena raise mystery shopping standards to a new level. In recent years, we have undertaken projects from simple unsecured loan enquiries right through to mortgage applications resulting in a credit check. Attention to detail and impeccable project management allow us to deliver quality results in this challenging environment.

We are fully aware of the intricacies of presenting a convincing prospect to a financial advisor and have developed various systems and procedures that enable the shopper to carry off the enquiry without being tripped up by unexpected questions or being asked for information that they simply do not have. Our extensive database of shoppers also ensures that the lack of local knowledge is never a problem.

Much of our work for financial institutions combines walk-in visits with telephone research and some projects combine the two whereby the initial enquiry is by telephone and this is then followed up by a walk-in appointment. This seamless approach makes for a very realistic situation, thus further lowering detection rates.

Our on-line reporting system allows fast distribution of results and with an increasing number of company's having email and internet access at outlet level, we are able to deliver a fast and efficient programme with instant distribution of results.

We are also able to provide supporting/tracking information that allows your staff to see at a glance:

• their performance
• how this compares to regional/company performance
• how they have performed over time
• where they have gained or lost points (key questions)
• what actions need to be taken to address problem areas

This comprehensive approach leads to a self maintaining system that builds on the staff's naturally competitive spirit, encourages them to improve and gives them the tools to do so.