For more than 30 years, Informa Research Services has helped financial institutions improve employee sales and service performance, understand their competition, and ensure regulatory compliance. We focus on providing strategic information in the areas of service delivery and quality, employee effectiveness, improved sales practices, performance monitoring, and compliance.
Our mystery shop programs establish and monitor employee behavior occurring through in-person, telephone, and web/online communication channels to ensure a consistent and revenue-generating customer experience. Our mystery shop programs help increase deposits, new account growth, cross-sales, and depth of accounts. Our clients come from all sectors, including retail banks, credit unions, bank-owned and independent mortgage companies, insurance, brokerages, and mutual funds.
Our experienced research team helps our clients establish sales and service standards that promote profitable behavior, meet established policies and procedures, and satisfy customer needs. We then measure the customer experience, analyze findings, and identify where our client is doing well and where they can improve.
The following are examples of the broad spectrum of mystery shopping programs we offer:
For more information and to schedule a consultation with one of our market research professionals contact us at 800-848-0218 or by email at firstname.lastname@example.org.