A Mystery Shopper's Guide to Improving Customer Service

By Dave DeFazio
Originally posted on BankDirector.com August 5, 2013


I’ve done hundreds of mystery shops over the years, at branches all over the country. While I find that the branch employees I meet are generally friendly and professional, I’m frustrated in the small number of truly great mystery shop results that I get to report. Banks spend big marketing dollars to get new customers in the door, but what happens when they get there sometimes becomes an afterthought. My mystery shops usually follow a familiar scenario. I’m just a guy walking into a branch to get some information about a new checking account. That’s an important scenario for your bank to master. Here are five tips to help your branch teams make better first impressions and improve customer interactions.

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