• No compromise on quality service

Mystery Shopping for Banks and Credit Unions

Pinnacle’s Mystery Shopping Services help community banks and credit unions measure and improve customer experience across every channel. Through branch mystery shopping, telephone evaluations, digital experience reviews, video shopping, competitor studies, and Voice of the Accountholder surveys, financial institutions gain objective insights into service quality, employee performance, sales effectiveness, and compliance. Our interactive reporting and expert coaching turn every mystery shopping program into a roadmap for better customer experiences, stronger employee engagement, and increased profitability.

Pinnacle’s Mystery Shopping Service

Planning & Shopping

We tailor behavior-specific surveys and shopping scenarios to provide the information necessary to evaluate your current processes and organizational objectives.

Data Collection & Assessment

Pinnacle delivers clear metrics in an interactive reporting tool, highlighting your strengths and areas of improvement.

Continuous Improvement

After each wave of Mystery Shopping, we provide you with coaching and recommendations to refine your operation.

The Benefits of Pinnacle’s Mystery Shopping

A strategy designed to enhance accountholder experiences may not work as expected in practice. Our Mystery Shopping service provides you with insights from the accountholder’s perspective to help you gauge your team’s service delivery and engagement.

  • Elevated service levels

  • Service consistency across all branch locations
  • Better accountholder experiences

  • Greater accountholder loyalty

  • Increased Sales
  • Focus on your competitive edge
  • Employee satisfaction and retention
  • Reinforcement of frontline sales training
Voice of the Accountholder Studies
This phone-based survey helps you determine what attracts customers to your institution, what keeps them coming back, and what may be putting your institution at risk of losing them.
Telephone Shopping
Telephone-based mystery shopping is a cost-effective, true-to-life evaluation of your institution's service levels. You have the option of mystery shopping calls directed to your platform, lenders, or call center.
Face-to-Face Shopping
This systematic and verifiable solution allows you to monitor the effectiveness of your employees' in-person interactions, focusing on sales and service levels.
Video Shopping
Hidden cameras capture interactions, providing true-to-life details that will help you refine sales, service, and compliance.
Internet Shopping
Mystery shoppers engaging online make sure your accountholders receive the same quality service via your website or digital services as when they interact in person at your physical locations.
Competition Shops
Our mystery shoppers will evaluate your competition and your organization to provide a one-to-one comparison that underscores what differentiates you from other institutions in your market.
Social Media Monitoring
Pinnacle offers social media monitoring and social listening to give you a view into what accountholders are posting online about your financial institution.

Mystery Shopping at Bank of Clarke

How can you tell if a new plan to improve service levels is working? By partnering with Pinnacle, Bank of Clarke gauged improvement through mystery shopper scores after establishing a baseline. By continuously improving, Bank of Clarke was able to achieve an 89% mystery shopper score in late 2023. Ready to learn how? Click the button below to get all the details you need.

Take the Guesswork Out of Service Delivery

Financial institutions face the challenge of measuring subjective performance indicators like customer sentiment and satisfaction. Mystery shopping provides a concrete way to track compliance with policies and processes and the resulting increase in quality of service.

 

Contact us to discover the service your institution really delievers.