Bank Mystery Shopping Methodology

Kinēsis’ bank mystery shopping program collects information using mystery shopping audits conducted by researchers located in the client’s service area. This information is then complied into a variety of reports customized to meet each bank’s particular needs.

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Kinēsis’ bank mystery shopping program collects information using mystery shopping audits conducted by researchers located in the client’s service area. This information is then complied into a variety of reports customized to meet each bank’s particular needs.

Because of our national scope and long-term partnerships with mystery shopping field operations, Kinēsis has been able to recruit and maintain a pool of highly qualified shoppers. Kinēsis selects researchers from this pool based on geographic and other requirements specific to each study.

All scenarios will be designed to evaluate client expectations of branch staff.

Teller shops are designed to allow for a broad spectrum of possible scenarios and transactions. Possible teller scenarios include, but are not limited to:

  • Deposits
  • Check cashing
  • Problem resolution
  • Credit card/loan payment
  • Inquiry based on press accounts (i.e. recent merger, etc.)

Kinēsis uses platform-shopping scenarios chosen from the complete line of retail products offered by the bank. We are experienced with a broad array of bank platform shopping scenarios. These scenarios include, but are not necessarily limited to:

  • Checking. savings
  • CDs
  • Mortgages
  • Consumer credit
  • Business lines (deposit accounts, business credit, leases, etc.)
  • Trust services
  • Investments/brokerage
  • Insurance

Scenarios are developed with enough information to make the mystery shoppers sound convincing as potential bank customers. Researchers will ask "lead in" questions which are designed to initiate product presentations. Other than the scenario information provided and the lead-in question, shoppers typically not be permitted to question or lead bank personnel toward certain events or answers.

To ensure that bank mystery shops are conducted properly and consistently over time and across different geographies, we brief researchers for each study on-line. In the briefing sessions, researchers learn the objectives of the study and the scenarios they may use to conduct the shop. They are then taken through the questionnaire and learn how to complete it properly.

After the questionnaires are entered, Kinēsis research analysts review them thoroughly to make sure the information is complete and accurate. If any questions arise, the shopper is contacted immediately.

Bank Mystery Shop Quality Control Process.

After the shop is completed, computerized quality control checks aid our manual quality control efforts by testing for internal consistency with a questionnaire, and testing for shopper bias. Internal consistency checks make sure each questionnaire is complete and consistent. If the software identifies possible inconsistencies, the shop is highlighted for a Kinēsis analyst to review. The shopper bias check compares the cumulative scores of the shopper’s body of shops to the mean scores of the branches they shopped and highlights those which fall outside of specific statistical limits (high or low). The work of these shoppers is then evaluated by Kinēsis personnel to make sure out of range scores are supported by the shoppers’ comments.

As part of our shop validation process, shoppers are required to submit a business card or transaction receipt. Using an image import tool, shoppers can scan or fax an image directly into our system. The system quickly identifies shops where the validation is missing and prompts the shopper and Kinēsis regarding the missing validation. As part of the editing process, editors view the business card or receipt, confirming it is consistent with the shop.

Kinēsis stands by the quality of its shoppers' work and will re-shop any visits that either Kinēsis analysts or the client considers unacceptable. Client-requested re-shops due to unacceptable data, late visits, overdue visits and unexpected events are delivered at no additional cost to the client.

 

 

“Kinēsis delivers a refreshingly simple and user-friendly web publishing system, backed by a professional and responsive team. The feedback serves as a great training tool and the information has had a great impact on our overall customer service achievements.”

- Kim Piotrowski, Columbia Bank