Audit the services rendered by the employees of a large financial institution, ascertaining compliance with standards, objectivity, in-house procedures, required and the quality of the services rendered.
Assess the quality of the customer records, data collection and document requirements.
Check the communications handled through the stores:
Printed matter presented by the promoters and employees to the mystery shopper unasked;
Level of knowledge of the product;
Presentation of special offers for this product;
Highlighting the comparative advantages of the product.
Methodology
The mystery shoppers visited stores pre-selected by the client company and requested the product under analysis. They took aspects into consideration such as: promoter identification, product knowledge, objectivity, requests for documents and other matters.
Having completed the assessment, the mystery shoppers filled in a questionnaire, which encompassed operating and attitudinal aspects related to the service offered by the stores, reflecting their experiences and observations.
Sample
This study consisted of three stages, meaning that its methodology and sampling was repeated three times, with a three and a half months interval between these stages.
At least two calls were made to each of the 111 points of sale in each stage.
The points of sale are distributed in South, Southeast, Center-West and Northeast Brazil.
Team
Throughout the entire study, the same interviewers were used, with ample experience in the Mystery Shopper methodology. The fact that they worked continuously on the same study, from the first stage onwards, ensured high quality data.
Duration
The visits lasted an average of fifty minutes.
Completing the questionnaire took an average of fifteen minutes.
Outcomes
Based on the diagnoses underpinned by this survey, the client was able to offer training sessions and conduct specific actions focused on the problems identified.
The findings presented during each stage clearly showed the progress on the quality of the services rendered and the enhanced context.