Retail Bank and Investment Program Mystery Shopping Studies are widely used by the financial services industry to evaluate the sales, service and compliance quality skills of an organization's retail sales force. The data collected in such studies helps the organization to identify and diagnose individual and systemic training needs. Some organizations even incorporate mystery shop results into their incentive and compensation plans.
Satisfied customers are loyal customers. They return and buy more, they tell other people about their favorable experiences, and are willing to pay a premium for the privilege of doing business with a bank they trust. In addition to providing quantitative satisfaction data, Sales Quality Group’s interviewers are asked to drill down on customer responses to clarify exactly why a customer/member feels the way they do.
One of our more popular studies is designed specifically for the bank's investment and insurance sales program. Sales Quality Group’s Post-Sale Customer Call-Back Studies addresses regulatory concerns and, at the same time, generates valuable customer attitude and opinion data on the performance of the investment sales representative and program.
While bank investment sales programs can receive leads from many sources, branch and call center referrals remain the single most important source of referrals for most programs. Sales Quality Group has developed an extremely cost-effective way to measure bank and credit union branch employees’ service quality skills, propensity to refer and compliance with referral “do’s and don’ts”.
Focus Groups and Executive Interviews can provide critical qualitative data on an array of financial products or services. Participants talk about their attitudes, opinions and impressions of the information, products or services presented for their review. Our team has conducted focus groups for retail banks, credit unions, insurance companies and brokerage firms regarding their investment sales programs.