“This bank is a shambles. People everywhere, not enough staff.”
“The branch was large, empty and devoid of any personality.”
“The staff ignored me twice when I was waiting at the enquiry desk.”
“The level of customer service was excellent.”
“The branch had vibrancy and urgency yet felt super professional, calm and organized.” “They were all professional in their work – amazing how good it is to see everyone smiling.”

These are the different attitudes towards the banking industry researched within our banking mystery shopping studies. However, there is much more to mystery shopping than a few verbatim quotes. But these demonstrate the point.

Our Banking Mystery Shopping service evaluates performance over a variety of key indicators. Enabling clients to benchmark their branch(es) against competitors as well as see what the shoppers think about the company as a whole. This can contribute to effective staff training and rewards programs.