Case Study:
Bank Process – Mystery Shopping and Journey Mapping
Concerns concerning the staff’s product understanding were raised by the bank. They wanted to see if the personnel were knowledgeable about the product and could answer their basic questions about it.
Bank teamed up with the team at BridgeLoaylty and planned for a mystery shopping exercise across all branches in India, to assess the staff’s expertise. The auditors were given a list of questions for various products, which they strategically posed to the personnel to gauge their degree of expertise. The staff assessment included many behavioural aspects of dealing with the customers professionally. The findings on various other elements of branch banking were also covered to share comprehensive feedback on infra, ambience, and the functionality of assets, like ATMs.
The findings of the audit revealed which bank branches performed best and worst. The level of expertise of the team and their knowledge was assessed, which provided insights into the precise areas in which they lacked understanding. This served as the foundation for the feedback and training program to ensure an improved experience. The program is well entrenched to provide continuous information and feedback for continued sustenance and maintain desired service standards.
