Digital Experience 101 – Mystery Shop Results – How do Banks Measure Up?
Introduction With the ongoing drive to digital banking, how are banks performing on the basics such as making it easy for customers to apply online for a savings or chequing account? To find out, we shopped the 5 major banks, HSBC and National Bank. Each was rated on 7 assessment points (see table below). Best […]
Read More
Banking Mystery Shopping Tip – Choosing the Right Questions for a Financial Advisor Mystery Shop
Introduction Financial institutions, whether banks, credit unions or brokerage firms often (and rightly so) create inspiring statements of what their advisors will do to help clients achieve their financial dreams. RBC’s website, for example, reads, “Our advisors take the time to understand your life’s vision, customizing solutions based on your goals and aspirations.” While Assante’s […]
Read More
Tips for Recruiting Bank & Credit Union Mystery Shoppers
Introduction Recruiting capable mystery shoppers is no doubt the key factor for a successful mystery shop, especially in bank shops where the subject matter can be very complicated and levels of customer interaction open-ended. With this in mind, listed below are 10 tips based on 35 years of conducting bank and credit union mystery shops. […]
Read More
COVID ALERT: Credit Union Branch Oversights in Following Safety Protocols
This post lists a number of COVID-19 safety protocols overlooked when we recently mystery shopped 16 credit unions.
Read More
COVID Alert: 10 Novel Strategies Credit Unions Use to Help Members Feel Safe and Embrace Digital Banking
During a recent mystery shop of 16 credit unions, these innovative approaches to helping members feel safe and embrace digital banking caught our attention.
Read More
10 Tips to Kick Off Your Competitive Intelligence Program
Competitive intelligence research can help your company get ahead, but to be effective, it has to be done right. Here are 10 tips to help you kick off your competitive intelligence program.
Read More
Bank and Credit Union 1-Minute COVID Quiz
Take the 1 Minute COVID Quiz to find out how your financial institution is scoring against the industry’s best practices.
Read More
Mystery Shop Report Tips for Financial Institutions
Mystery shop report tips that will help you get the most out of the data collected by financial institutions’ mystery shoppers.
Read More
Pharma Competitive Intelligence – Digital Marketing Programs
Competitive intelligence tips and examples to help pharmaceutical companies identify competitors’ digital selling programs.
Read More
Mystery Shop Reports: Tips to Make Them Easy to Follow, Concise, & Visually Impactful
Mystery shop reports tips that will help make your findings easy to follow, concise and impactful.
Read More