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Are You Ready For Your Mystery Shop?

June 26, 2017

By Trisha Wiggin-Fausnaugh, Operation Manager
Beginning May 1st, CO-OP Shared Branch changed the questions that are asked by shoppers to more accurately gauge how well tellers/MSRs are complying to the rules. The new shop includes 7 questions worth 10 points each and one worth 30 points, for a total possible score of 100 points.

The ten-point questions are:

  • Were you greeted in a courteous and professional manner?
  • Did the branch appear clean and well-maintained?
  • Prior to completing your transaction did the teller request to review our ID or Driver’s License?
  • Did the teller verify the last 4 digits of your Social Security Number?
  • Did the teller record your ID number, expiration date and state? And verify the address of record if different from the address on your ID?
  • Was your transaction completed in a professional manner and as you requested?
  • Did the teller have any problems completing the transaction?

The thirty-point question is:

  • At any time did the teller attempt to cross-sell you services or ask you to join the credit union you were visiting?

The new shop still contains an Overall Experience section. While this section doesn’t carry any points, it does allow the shopper an opportunity to talk about how they felt about the experience. Shoppers are asked to rate how welcome they felt, whether the visit was enjoyable leaving them with a desire to return, and whether the shopper would recommend the branch to their friends and family.

There are many opportunities throughout for the shopper to leave comments. We’ve seen some wonderful comments about your branches. Here are a couple of examples:

I received excellent, professional assistance with my transaction. The teller effectively did her job. Sheconducted it with a friendly voice and clear understanding on my need make a $45 dollar deposit usingshared branching.

The branch is very clean and well-organized. I liked the open teller windows so that you can speak directly to the teller. It is a very good branch that I would return to again.

The lobby was beautiful and very clean. There was a woman right inside the door at a customer service desk. She had blonde hair and welcomed me into the branch with a smile, and told me to "Come again soon and have a great day" when I left.

Mystery Shops are conducted by DSG Associates on behalf of CO-OP Shared Branch. Each shared branching location is shopped at least once every two years.


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