Mystery Audits - Building a Service Advantage
Product range can be copied but great service is a sustainable competitive advantage. We have helped leading Financial services brands create a service advantage. We can do that for your brand too.
Your internal auditor may do the specified job, but listening from the horses’ mouth i.e. your customers makes a telling difference.
Our industry certified experts matching your target audience carry out mystery audits that cover customer interaction at all touchpoints of customer journey:
We leverage our capabilities outlined below to ensure mystery audits program is a unqualified success:
- Product Knowledge / Soft Skills
- Competition Knowledge
- Upselling Skills/ Follow Ups
- Voice calls Audit/ E-Mail Interactions/ Web/App interactions
- R - Research with scale, speed and accuracy. We use mystery audits, sentiment analysis, NPS etc. to define customer expectations and measure actual experiences. There is no location constraint as we have our auditors everywhere.
- A - Analytics to impact all business functions. Insights are made available real time online and on mobile apps. Different stakeholders get recommendations relevant to their function. For example training team get inputs to do customized regional and branch level interventions and management gets inputs to shape their strategy.
- C - Consulting approach to meet your unique challenges and goals. Our consultants bring deep expertise of Financial services industry to the table.
- E - Enabling execution at ground level. Our technology allows real time action planning and closure tracking. You could raise a query in a particular branch and assign it to the responsible branch manager who can then close on it and update the same on our system for your review.