Bank and Credit Union Mystery Shopping

Revolutionize Customer Experience with our Proven Mystery Shop Platform

Empower your financial institution with improved CX metrics, skill-level data, and actionable insights that elevate frontline performance.

Achieve world-class performance through mastery of key frontline service and sales skills

Relationship Builder goes far beyond traditional mystery shopping programs, using deep, behavioral level, frontline evaluations from your own customers interacting in real experiences with your frontline employees across all delivery channels.

Build best-in-class skills in service and sales execution
Close gaps between customer expectations and frontline performance
Strengthen behaviors that deepen relationships and grow loyalty

Provide self-directed employee training

Equip your frontline employees with the resources to learn and master specific skills for delivering best-in-class service experiences. Instill accountability for professional development as well as for the customer experience.

Improve customers' digital experience

Ensure that your online and mobile banking channels consistently meet customer expectations of a low-effort digital experience backed up by reliable human support.

Measure frontline execution.
Deliver better CX.

Relationship Builder closes the gap between what frontline employees are expected to do and what they’re actually doing. It empowers managers to coach the actual skills that need to be learned, developed and mastered to provide exceptional service.

Voice-of-Your-Customer analytics show at the behavioral level where each employee needs to focus learning and development efforts, equipping them with the skill-specific knowledge to deliver a consistently excellent experience.

Leverage real customers as your mystery shoppers

Other mystery shopping programs employ independent shoppers or even use untrained people from their own organization. Our mystery shopper engagement team invites, recruits, equips, trains, and develops your own customers to evaluate a real service experience based on time-tested dimensions of customer service and your own service standards.

Equip frontline managers with coaching skills and the tools they need to grow

Equip your managers to develop, coach and inspire their team members. Frontline reps learn, demonstrate and ultimately master the specific service and sales skills that engage your customers in a way that builds relationships, rather than in a purely transactional approach. The expected results: customers stay with you, buy more from you, and tell others about you in a positive way.

See how this $11.5B regional bank used Relationship Builder to decrease customer attrition by 70%!

“Through our strategic partnership with Support EXP, the Customer Satisfaction Program has exceeded all business case projections customer retention, attrition, and acquisition.”

— Senior VP Sales & Service

Improve in-person and digital service delivery

Customer evaluations of their digital experiences reveal strengths and opportunities for improvement from both the human and digital sides of the experience. You get exactly what you need to know to act decisively to remove friction in the digital user experience, and to provide the human support when and how your customers need it.