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Industry
Banking & Finance
Trust is built at the branch counter, on the RM call and inside the app. We help banks and NBFCs see every one of those moments the way customers do, and stay compliant while doing it.
Services you can tap
How we help Banking & Finance brands
The BridgeLoyalty services most used in this sector, and what each one delivers for you.
01
Mystery Shopping
Branch, RM and call-centre visits that check product pitch, KYC process and service etiquette.
02
Quality & Compliance Audits
Regulatory and SOP adherence checks, from fair-practice codes to grievance handling.
03
Customer Journey Mapping
End-to-end mapping of account opening, loans and cards across branch and digital.
04
Satisfaction Surveys
NPS and CSAT programmes by branch, product and channel.
Banking expertise
Mystery shopping and customer journey mapping for banks and NBFCs
Banking is where BridgeLoyalty began, and it remains our deepest specialisation. We run pan-India mystery shopping and compliance audits across bank and NBFC branches, and map digital journeys for banking products and services, from account opening to cards and loans.
- Branch mystery shoppingWalk-in, RM and phone-banking evaluations of product pitch, disclosure, KYC process and service etiquette.
- Compliance auditsChecks on fair-practice codes, display requirements, grievance redressal and documentation at the branch.
- Digital journey mappingMapping and testing app, net banking and online application journeys to find drop-offs and friction.
- Contact centre auditsCall and IVR evaluations of resolution, accuracy and tone.
Banks and financial institutions we work with
What we evaluate
Touchpoints we audit
Branch walk-in and queueRelationship manager meetingContact centre and IVRMobile app and net bankingLoan and card onboardingComplaint resolution
What you get
Outcomes you can expect
- Branch-level service scorecards
- Mis-selling and compliance risk flagged early
- Clear fixes for onboarding drop-offs
- Benchmarks against competing banks
Tell us about your Banking & Finance requirement
Our team will get back to you within one business day.