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