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Research proves that when you exceed customer expectations, you expand customer relationships.
Do your employees create memorable experiences for your customers? Does your service evoke positive responses? Do you really know what customers experience in banking with you? Mystery Shopping can help you get in touch with the service reality within your institution.
For over 20 years, our mystery shopping, customer satisfaction and competition studies have been tailored specifically to meet the needs of clients in the financial services industry, including regional holding companies, community banks, savings banks and credit unions. We know that each financial institution is different, so every program designed by Pinnacle is unique. We identify, track and trend behaviors that make a difference in your institution’s overall performance. We work closely with you to customize programs that fit your needs, objectives and your budget.
A performance measurement program geared toward positive reinforcement of employee performance is instrumental to staff development efforts. The detailed responses supplied by a shopper encounter provide your management team direct insight into areas that warrant re-training while also highlighting your outstanding performers. Ongoing assessment helps identify opportunities for motivating and educating a successful, service-focused and sales-oriented team.
We recommend the service types that best address your organizational goals, while staying within the confines of your budget. Interview type, shop types and frequency can vary by location to avoid schedules that over- or under-shop/interview any particular area. This allows you to target branch locations and regions that require more attention and to focus your budget dollars accordingly.
We work closely with you to determine all scenarios to be used within your mystery shopping program. All scenarios are developed with specific attention to the current level of employee training and employer expectation.
Customer Satisfaction Studies help you identify the strengths and weaknesses in your customer interactions which in turn helps you improve the customer experience, increase retention and build long and loyal relationships.
Based on your business objectives, we reach out to your customers to gauge their perception of their experience with you. Our survey questions are designed to measure their satisfaction and identify opportunities for improvement. Find out what attracts customers to your institution … what keeps them coming back …which customers you are at risk of losing (and why) … how they feel about the institution, its branches and its representatives … and whether or not your employees are living up to your service standards.
Pinnacle’s “Voice of the Customer” Studies are designed to be an integral component of your sales and service measurement program:
It is extremely important for the program to be presented to your employees in a positive way. Employees who are motivated by a fair reward system have been shown to meet and exceed expectations. If you would like more information about preparing an incentive plan to compliment your program, we can offer our suggestions. Based on your objectives and our experience, we can offer suggestions about preparing and presenting an incentive plan to compliment your mystery shopping program.
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