Financial Services

The Banking and Insurance retail environment continues to evolve, with attention on ensuring correct sales practices as much as overall service improvement.

 

PAN’s mystery shopping includes covert audio recorded interactions. Access detailed insights from a typical customer’s perspective, with questionnaires and scenarios designed to accurately reflect your internal procedures and regulator standards.

  • All aspects of Regulatory Compliance (verbal and documentation)
  • Are staff following the correct sales process, with complete product and fee explanations?
  • How do competitor sales processes differ and how elastic is their pricing?

 

Through various online and offline touchpoints, we provide specific feedback on whether staff are delivering good customer outcomes and fully compliant sales processes.

 

Solutions Toolbox
  • Mystery Shopping visits, calls and emails
  • Regulatory Compliance evaluations – in-branch, by phone or online
  • Video and audio recoded mystery shopping
  • Competitor Benchmarking

We work very well with PAN’s experienced project management team.  The quality and insight of their mystery shopping reports is excellent, both in terms of statistical reporting and customer narratives. PAN’s mystery shopping is central to helping our staff improve their performance. 

MT, Direct Operations Manager
Allianz Insurance

PAN have proven to be invaluable at increasing our understanding of customer journeys and how we can improve them. The reporting platform is top notch, but most of all they are very good at what they do. 

BK, Deputy Director Distribution & Head of Retail Operations
Permanent TSB

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Pan Research
D3 Nutgrove Office Park, Dublin D14 P271.