Our client, one of the most important banking groups, wanted to improve the quality of service across the branches. The goal? To motivate the sales network, ensure the conformity company standards and gather useful information to enhance the customer experience, particularly from a regulatory and compliance perspective. They wanted to understand which factors most influence satisfaction and word-of-mouth and to reward best practices.

We implemented an annual quality monitoring system using ‘mystery shoppers’ visit, simulating new customers interested in key products (mortgages, accounts, investments) in both the bank's branches and those of competitors. The mystery shoppers followed specific scenarios each time and provided immediate feedback by completing an online questionnaire to assess the service quality.

The result? A clear and up-to-date snapshot of the branch experience, conducive to improvement of every angle of the service.

We identified three key elements that build an effective relationship between customers and advisors:

1. The first 3 minutes are crucial: A personalised "icebreaker" can immediately make the customer feel at ease.
2. Open dialogue: Allowing room for questions and feedback builds trust.
3. Balance of skills: It's important to strike the right balance between technical explanations and plain language.

With this approach, the client continually gains valuable insights to enhance service quality in their branches, making the experience more engaging and satisfying for customers.