Mystery shopping: results can shape your future. (conducting mystery shopping surveys): An article from: Bank Marketing

This digital document is an article from Bank Marketing, published by Bank Marketing Assn. on August 1, 1994. The length of the article is 2767 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

From the supplier: Banks can improve their customer service by using mystery shopping surveys as part of a comprehensive program to reengineer their sales and service culture. Shopping surveys that are conducted only for the purpose of determining past service quality will only give banks insights into their past performance, but will not really tell them how they can improve their performance in the future. A successful shopping program makes customer service the focus of every employee and every department, and includes a reward system that reinforces good shopping behaviors publicly. It does not use results to punish employees for failing their shopping transactions, but to train and counsel them. The shopping programs of Coral Gables Federal Savings, American Savings Bank (Honolulu) and First Indiana Bank are described.

Citation Details
Title: Mystery shopping: results can shape your future. (conducting mystery shopping surveys)
Author: Karen G. Dorman
Publication:Bank Marketing (Magazine/Journal)
Date: August 1, 1994
Publisher: Bank Marketing Assn.
Volume: v26 Issue: n8 Page: p17(5)

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