Capturing Millennial Banking Business: Key Mystery Shop Questions
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- Apr, 11, 2022
- David Lithwick
- Mystery Shopping
Introduction: Capturing millennial banking business requires carefully crafted strategies to meet the unique needs these audience has and pressures they face. If current research does not go deep enough to gauge how well your financial institution delivers on meeting millennial banking needs, a mystery shop will help pinpoint critical gaps to address and opportunities to […]
Read MoreHow Do Canadian Credit Unions Measure-Up to RBC in Customer On-boarding?
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- Sep, 13, 2021
- David Lithwick
- Mystery Shopping
HIGHLIGHTS FROM A THREE-YEAR MYSTERY SHOP Introduction Over the past 3 years we mystery shopped 24 credit unions (on our own initiative) to dig deeper into branch and contact centre staff performance. We looked at appointment scheduling, needs assessment, providing information (e.g. products, services), sales delivery (e.g. encouraging shoppers to join), discussing digital banking services […]
Read MoreHow Much New Business are your Credit Union Branches Turning Away? Ten Mystery Shop Questions to Ask!
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- Jun, 25, 2021
- David Lithwick
- Mystery Shopping
Introduction Understandably, credit unions put their best foot forward in creating customer promises. Expressions of expert advice, great service and making the customer’s financial well being the # 1 priority permeate throughout their value propositions: “You can expect expert advice, great service and a full range of financial services.” “Our experts focus on building a […]
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- Capturing Millennial Banking Business: Key Mystery Shop Questions April 11, 2022
- How Do Canadian Credit Unions Measure-Up to RBC in Customer On-boarding? September 13, 2021
- How Much New Business are your Credit Union Branches Turning Away? Ten Mystery Shop Questions to Ask! June 25, 2021
- Digital Experience 101 – Mystery Shop Results – How do Banks Measure Up? May 18, 2021