Research proves that when you exceed customer expectations, you expand customer relationships.
Do your employees create memorable experiences for your customers? Does your service evoke positive responses? Do you really know what customers experience in banking with you? Mystery Shopping can help you get in touch with the service reality within your institution.
For over 20 years, our mystery shopping, customer satisfaction and competition studies have been tailored specifically to meet the needs of clients in the financial services industry, including regional holding companies, community banks, savings banks and credit unions. We know that each financial institution is different, so every program designed by Pinnacle is unique. We identify, track and trend behaviors that make a difference in your institution’s overall performance. We work closely with you to customize programs that fit your needs, objectives and your budget.
Peak Performance Measurement Highlights
- Monitor and measure sales and service performance
- Improve service quality, customer satisfaction and retention
- Identify best practices to be adopted across the institution
- Ensure product and service delivery quality
- Get feedback from front line operations
- Monitor facility conditions
- Understand what differentiates you in your market