In the banking industry, the more services you sell to customers, the more likely they are to be loyal. With that in mind, BestMark designs mystery shop and customer experience measurement programs to ensure employees promote your services and solutions while consistently exceeding customers' expectation.
BestMark Understands the Banking Industry
We know how important it is to make sure each and every employee delivers consistently stellar service experiences to bank customers. We arm our field agents with realistic scenarios to measure employee performance, and we will tailor a program to meet your specific needs.
We can introduce both non-customers and existing customers to your branch locations to cover almost any scenario.
We believe that making the investment to foster relationships with customers now is really an investment in the future. As customers needs for financial services change and grow through the years, establishing a pattern of great service goes a long way toward keeping your organization top of mind when the time comes for a new home or car or for that college or retirement fund.
By training employees to ask questions that explore more than just the customer's immediate needs, the opportunity exists to gain a greater understanding of the customer's lifestyle and thus offer individually tailored products and services.
Suggesting comprehensive solutions based on current as well as potential future lifestyle needs is a great way to build revenue.
Superior Methodology and Survey Format
Our existing bank clients love the positive impact our mystery shops have had on employee engagement, service, and customer satisfaction. BestMark mystery shops offer unparalleled value because we utilize a proprietary behaviors-based survey format that allows our clients to see exactly what went right and what went wrong at the moment of truth when customers come into contact with bank employees.
Our surveys are tailored to address each clients unique standards and transcend the typical Likert scale format. BestMark's customized methodology provides a comprehensive report with extensive story-like narrative that details all aspects of the banking experience, from the interior and exterior appearance of the facility to interactions with phone bank operators, tellers, personal bankers, and loan officers.
We provide not only the tools to measure employee behavior but also the experience and guidance necessary to help you develop and implement action plans that are guaranteed to improve employee performance.
For more information about the advantages of a BestMark mystery shopping program, visit our Mystery Shopping Services page.