Internal Service Mystery Shopping
It is a commonly accepted principal that internal customer service, the service all employees provide each other, has a significant influence on employee satisfaction and turnover as well as the customer experience, customer loyalty, retention and wallet share. Key to managing any process, whether it is internal customer service or not, is information. One way to measure and motivate effective internal service behaviors is internal mystery shopping.
The purpose of these shops is to evaluate service provided to internal customers by having employees mystery shop each other. The objective of these shops is to identify and overcome “bottlenecks” in internal service delivery which may hinder the ability to provide optimal customer service.
The objective of these shops is to identify and overcome “bottlenecks” in internal service delivery which may hinder the ability to provide optimal customer service. Typical objectives of internal bank mystery shops may include:
- Evaluate the quality of the internal service experience
- Determine if the call was answered with a proper greeting
- Evaluate if the communication was pleasant and professional
- Evaluate if the internal employee listened to inquiry
- Determine if clarifying questions were asked prior to a solution being suggested
- Test the internal employee’s knowledge of specific products or services
- Evaluate if explanations were easy to understand
- Evaluate if the internal employee expresses appreciation for the opportunity to help
- Measure perceptions of the internal employee’s interest in helping
- Determine if the promised solution is delivered as promised and on time
For more information about an additional survey tool measure internal service, click below:
Internal customer service has a significant influence on employee satisfaction and turnover as well as the customer experience and customer loyalty.