Mystery Shopping Research Services

For more than 28 years, Informa Research Services has helped financial institutions improve employee sales and service performance, understand their competition, and ensure regulatory compliance. We focus on providing strategic information in the areas of service delivery and quality, employee effectiveness, improved sales practices, performance monitoring, and compliance.

Our mystery shop programs establish and monitor employee behavior occurring through in-person, telephone, and web/online communication channels to ensure a consistent and revenue-generating customer experience. Our mystery shop programs help increase deposits, new account growth, cross-sales, and depth of accounts. Our clients come from all sectors, including retail banks, credit unions, bank-owned and independent mortgage companies, insurance, brokerages, and mutual funds.

Our experienced research team helps our clients establish sales and service standards that promote profitable behavior, meet established policies and procedures, and satisfy customer needs. We then measure the customer experience, analyze findings, and identify where our client is doing well and where they can improve.

The following are examples of the broad spectrum of mystery shopping programs we offer:

Sales and Service Evaluation Program

• By focusing on improving sales skills, service delivery, and the effectiveness of your employees, you create stronger and more profitable relationships with your customers. We help you improve sales and revenues by monitoring and motivating superior levels of employee sales and service.

Competitive Intelligence Collection Program

• Understand your competition! We can help by using mystery shopping to capture the marketing materials, sales strategies, service levels, promotion programs, and account opening procedures of your competitors. Identify competitive advantages or gaps in your offerings by combining these customer experience measurements with our product rate and fee data for a 360 degree competitive view.

Regulatory Compliance Testing Program

• Using mystery shop and customer survey methodologies, we capture the "customer experience" to identify areas of improvement or concern which cannot typically be gleaned from general compliance transaction testing. See More

For more information and to schedule a consultation with one of our market research professionals contact us at 800-848-0218 or by email at info@informars.com.