The Rochdale Group’s (TRG) Mystery Shopper Program is designed to measure, track and enhance your organization’s sales and service culture from a member’s vantage point and is conducted by industry professionals.  The program will test and evaluate the critical elements of your member service experience through an unbiased and covert look at your front line staff’s service and skills, member-focused processes and review of environmental service elements (i.e., physical presence, web and phone).  Through TRG’s industry experience and benchmarking capabilities, you will be provided with on-going reporting and progress tracking to build into your member service programs and training.  TRG can also customize the program and tailor it to your organization’s specific service and training goals.

Why Conduct Mystery Shops?

Now, more than ever, members have choices when it comes to selecting a financial institution, and many make their final decision based on service.  Historically, credit unions have built a reputation for providing a high level of service; however, developing and maintaining that culture and service experience is difficult at best.  At a time when competitive pressures, operational expenses and earnings crunches prevail, it is paramount to not lose track of the fundamental SERVICE expectation which remains the cornerstone of the credit union industry.

TRG’s Mystery Shopper Program will provide you invaluable intelligence on the consistency and quality of your credit union’s service levels through the “eyes of a member”.

The Program

TRG’s Mystery Shopper Program will evaluate and track your organization’s service capabilities. Fundamentally, this is accomplished through a formal program of conducting member transactions at and through your financial institution and evaluating the service level and environmental elements that influence the member’s perspective on service quality. The program will evaluate front-line staff skills and service levels, member transactional processes and secondary influencers (appearance and aesthetics) at all member touch points, including phone, branch and website assessments.

The base program is conducted by TRG professionals and consists of monthly service calls supplemented with quarterly in-person shops at each branch location, as well as biannual reviews of your credit union’s website to ensure your website provides the same “member-friendly” experience provided by your staff. TRG will ensure that your website provides an aesthetic and easy-to-navigate interface to both your members, as well as potential members.

An initial interview with management will be conducted to customize the program to account for any specific service goals and sales initiatives. A formal service evaluation is conducted and tracked on a monthly basis to provide you with consistent feedback.

The program can be enhanced to include “actual member” shops to further evaluate service levels through actual member participation. TRG can train, facilitate and organize a select number of your existing members who will conduct formal service evaluations based on their experiences on a monthly basis.