GfK Mystery Shopping – Financial Mystery Shopping

The majority of our work mystery shopping in financial sectors is focused on two key areas: network-wide service programmes on customer service and regulation / compliance assessments.

Network-wide service programmes on customer service

Customer service standards have never been more important to financial institutions and mystery shopping is the perfect way of assessing these standards at an individual branch and call centre level. If properly informed, financial sector mystery shopping can focus on the key drivers of customer satisfaction and provide truly actionable data to improve things where they matter.

Whilst customer research can also be invaluable, it cannot provide real-time objective data on key variables.

Financial regulation assessment / compliance assessment

There are many examples of companies being heavily fined or losing their license to sell, for regulation or compliance failures. Financial sector mystery shopping is the only independent method of ascertaining whether front-line staff are compliant in the provision of financial products.

Recent Client Quotes

"GfK Mystery Shopping have managed our service tracker programme since its inception in 2007. During this time, they have provided an outstanding service. Our programme is very extensive and GfK have a clear understanding of our requirements, enabling them to adapt to changes we frequently request at short notice.

"GfK Mystery Shopping's comprehensive knowledge of our business requirements enables them to make valued suggestions and contributions towards the programme, improving the quality of the insights the programme provides.  This is all done in a timely and professional manner which is the basis of our strong working relationship."

Leading High Street Bank
 

"We have used GfK Mystery Shopping to run a major mystery shop programme to assess customer service delivered in our branch network branches. They provide a high standard of work not just in the delivery of results and data but insight that allows us to get an excellent return on our expenditure."

Leading High Street Bank