Service Evaluations
Covert Evaluations provides a customized mystery shopping program, catered to the individual needs of your institution. Whether your focus is sales, service or both, our program is flexible and capable of accomodating your needs.
Mystery shoppers will research and analyze your operations from every touch point:
Every touch point is analyzed by a client or prospective client. Each client is a qualified trained mystery shopper. These shoppers will assess the performance of your staff in three key areas:
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Sales Performance
- Cross-selling
- Product & Service Recommendation
Service
- Speed & Efficiency
- Knowledge & Competence
- Friendliness & Courtesy
Compliance & Regulations |
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Every shop is presented to the FI within 24 hours, enabling your management team to provide instant feedeback and coaching to your front-line staff. The data from these individual shops is aggregated and presented to the FI on a monthly and quarterly basis to provide trending analysis. The data is presented in charts and graphs that explain your results from different vantage points:
- Branch performance & trending
- Sales performance & trending
- Service performance & trending
- Employee performance & trending
- Shopper demographic analysis
- FI vs. competition / peer analysis
Your Success
With the exception of one or two products and the color of your logo there is only one key difference between you and your competition... your people.
How your people perform their duties, respond to concerns and uncover opportunities will set you apart. The question is whether you're pulling ahead or falling behind? It's difficult to distinguish between the two from the second floor and honestly... you are not the one who needs to be asked.
Let your clients tell you...