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.