Mystery Shopping
Training branch staff and measuring in-branch performance
can make a world of difference to the overall success of your institution.
There is no better strategy for analyzing your sales and service ability
from a consumer’s point of view than with Mystery Shopper Direct.
Branch Shopping
Stellar Strategic Group offers a complete branch shopping program to give you a detailed
analysis of how well your institution integrates sales and service
standards into everyday behavior. We can customize the Mystery Shopper
Direct program based on your current internal training programs.
Plus, it’s is an extremely effective follow-up strategy when
implementing Stellar Strategic Group’s Deposit Direct program — after
an initial training segment is completed.
Traditional mystery shopping
programs may not be tailored for financial institutions, nor are they
familiar with current training and marketing efforts. Our Mystery Shopper
Direct consultants are financial service and marketing research experts
who can recognize sales and service issues. Additionally, we guarantee
a fair and accurate mystery shop of each branch.
Retraining Services
After all mystery shop data has been collected, a detailed analysis will
be compiled at the branch and institution level providing a complete
picture of strengths and weaknesses of the branch network. Once the
analysis has been completed, Stellar Strategic Group will create customized training
workshops focused on those areas needing improvement. The retraining
workshop focuses heavily on role-playing and interactive coaching of
participants.
For optimal results, Mystery Shopper Direct can be
implemented annually to track and measure your future sales and service
efforts at each branch.