Financial Services

Retail Banking Customer Experience

In an industry with virtually endless options, it is important that your retail banking brand can find ways to differentiate from the rest of the pack. One effective way to do so and provide value is to optimize your brand’s Customer Experience. A brand that provides the best Customer Experience is giving its customers the most value, and in turn they will foster more and longer customer relationships.

Retail Banking Mystery Shopping

The first step to providing this value is to be able to measure your brand’s current Customer Experience. Mystery/Secret shopping programs can help you discover this information about your brand by giving you an unfiltered, unbiased look at the way your employees are interacting with your customer on a daily basis.

Retail Banking Voice of Customer

Retail banking brands are dependent on forming long lasting customer relationships, and one way to foster these connections is by opening up channels of communications. Voice of customer feedback programs are an ideal way to accomplish, and receive valuable information regarding the way your brand is perceived.

A high-functioning voice of customer feedback program will deliver a rich set of insights, including:

  • Branch-level customer sentiment
  • Likelihood of your customers to both return and recommend (and why)
  • Targeted opportunities for improving customer experience delivery and identifying associates deserving of rewards or recognition
  • Prioritized action planning at the location or department level

Retail Banking Compliance Audits

It is common sense that the banking industry is ripe rules and regulations, and making sure that your brand is compliant with these standards can be difficult. That is why having an established compliance audit program can be an effective way to measure and mitigate the inherent risk involved in the financial services industry.

Are tellers, product specialist and support staff and following the protocols to which they have been trained?
Do our banking customers experience our organization in the manner we envision?
Does each branch or office uphold brand standards related to service, knowledge and customer engagement?
Are tellers and support staff knowledgeable, helpful, professional and caring?

Integrated or Stand-Alone Programs | Unified Reporting + Analytics

Second To None is differentiated in our ability to offer Operationally-based measurement solutions – Mystery Shopping and Compliance Audits – along with Customer-based solutions Voice of Customer feedback surveys – then unifying data streams into a robust, real-time and role-specific Analytics and Insights platform.

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