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Performance measurement programs are developed for your financial institution based on your goals and objectives.
Mystery Shopping
Are your customers and potential customers experiencing the level of quality sales and service you expect? Shopper encounters generate continual feedback and data you can use:
- Client experience
- Customer service quality
- Training retention
- Employee motivation
- Adherence to service & sales standards
- Coaching opportunities
Our team will work with you to design customized surveys and shopping scenarios. Surveys are developed with specific attention to the current level of employee training and your expectations. To avoid over- or under-shopping in any area, frequency, shop type and interview type vary by branch location and/or region.
Face-to-Face Shopping
Face-to-face shopping scenarios include your complete retail offering and will direct shoppers to your lobby and drive-in tellers, platform representatives and lending personnel.
Telephone Shopping
Your telephone sales and support levels can also be measured. Telephone shops can be directed to your platform representatives, lending personnel and/or call center.
Internet Shopping
To monitor employee response time, courtesy and sales skills, Internet mystery shoppers make Web site inquiries that require employee intervention or response.
Customer Satisfaction
Do your employees create memorable experiences for your customers? Customer satisfaction studies provide an opportunity for you to learn more about what your customers experience firsthand. Customer satisfaction studies can complement existing or new mystery shopping programs. They also offer an alternative to financial institutions that are not ready for a comprehensive mystery shopping program.
Competition Studies
What differentiates you from the bank across the street? Leverage your position in the market by understanding the products and service levels offered by your competitors. Competition studies provide an apples-to-apples comparison of your competitors' service levels with your own. Simply identify the banks or credit unions for the study and we do the rest.
Marketing Campaign Audit
Too often financial institutions spend thousands of dollars on marketing materials and ad campaigns, and are then left to wonder why some branches/regions fail to achieve the desired results. A Pinnacle Financial Strategies Marketing Audit can quickly and efficiently provide answers to these and other crucial questions surrounding your marketing campaign efforts.
Hispanic Service Audit
Only about four in 10 Hispanics report having a relationship with a bank or savings institution. There's a lot to learn about this ever-growing market, and how to serve its needs. A branch-level Hispanic service audit targeted specifically to the servicing capabilities of your institution to the Hispanic community is a great place to start.
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