We design and conduct mystery shopping, customer journey reviews and service-quality assessments to test whether frontline conduct, product communication and customer experience match management expectations and regulatory standards.
Key Benefits
Independent view of actual customer experience
Identification of mis-selling, conduct and process gaps
Better training and branch/channel performance
Evidence-based improvement actions
Required Documents
Process Steps
Define scope, scenarios and scoring model
Conduct mystery visits/calls/digital journeys
Document observations and evidence
Report themes, root causes and improvement actions
