The quality of advice that a bank provides is an important - though difficult to measure - factor of success in sales. The daily frames of mind and personalities of customers and advisers vary. Different customers also perceive bank advisory services in different ways. zeb/'s mystery shopping service gives financial service providers a useful information base for the standardization and targeted optimization of their sales services.
zeb/ mystery shopping provides conclusive information about your bank's advisory strengths and weaknesses. We separately evaluate aspects such as the bank's positioning, stringent orientation on customer demand, solution concepts and closure strengths. We also implement a comparative analysis with competitors so that you can establish your bank's position in terms of quality of advice.
Our approach:
- We create a prototypical model of your bank's consultancy process on the basis of the project charter. It incorporates our many years of experience in zeb/projects for the optimization and development of sales-oriented consultancy processes.
- Based on the model, we then design an evaluation system.
- Mystery shopping commences after this. The mystery shoppers are experienced zeb/ sales trainers. They all have several years of professional experience as bank advisors or financial services backgrounds.
- Our sales trainers' evaluations are entered into a database for qualitative evaluation. We also use benchmarks from earlier surveys to evaluate certain aspects.