Mystery Shopper for Financial Services

Your Outsourced
Secret Agent

Sector-Specific Insights

Want to know what keeps your clients coming back or why they are taking their services to other banks or insurance companies?

We provide mystery shopping for financial services through versatile agents who understand customer service in a variety of industries. We can assist you with assessing your staff, facilities, fees, offerings, service and business features with face to face clients, online or electronic clients, and telephonic customers. Our mystery shoppers experience all aspects of banks and provide a report to aid in areas for improvement. Our services help you identify which products are popular and cost-effective and those that are not. We can identify staff who require additional training and those whose performances deserve a recommendation.

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What sets Us Apart Regarding Mystery Customer Feedback in the Finance Sector

We have eighteen years’ experience in assessing customer service and finding solutions to grow your business and client base.

We provide feedback from mystery agents to over 700 venues and stores nationally and make use of cutting-edge systems and processes for training our staff and providing you with feedback and strategies to improve your niche in the marketplace. Our mystery consultants undergo a comprehensive induction and training process to equip them to adapt to any business’ requirements. Customer satisfaction plays an integral part in why we offer our services; a happy customer will be a repeat customer.

  1. Our agents pose as your customers and complete customised questionnaires and inspections of various aspects of your institution in the finance sector, such as banks.
  2. Our shoppers can experience what ordinary customers do on an average day and report back their findings.
  3. Obtaining customer feedback in the finance sector ensures that costs and services are competitive and fair.

Tips for Getting More Value out of a Mystery Shopper in Banks

To get the most benefit out of our services, we advise that you prepare a list of areas you feel could do with improvement and what you would ultimately like to achieve from our process.

Despite their experience, executive managers tend to lose touch with the customer experience and the standard of service their staff are providing.

  • By providing us with the standards your institution aims to meet, provides a starting point with our questionnaires to aid our mystery shoppers when inspecting your financial institution.
  • Provide us with aspects of your competitors that you would like to compete with, and our shoppers can secretly gather information on their experiences between your service and other banks.
  • Let us analyse your entire business to work out strategies to maintain your reputation, ensure customer retention, and attract new customers.
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About Mystery Management

We’ve provided mystery shoppers to over 700 companies and organisations of every kind, and in every major Australian city, over the past 18 years.

We’ve assisted airports, public transport providers, stores, restaurants, and multiple other services with advancing their systems. Contact us if you have questions about our process.

Louise Heffernan
Owner and Director

25+ years of experience with a demonstrated history of working in the Hospitality industry. Skilled in Management, Gaming, Food & Beverage, Business Planning, and Coaching.

Tahnee Roden
National Operations Manage

First in command, Senior Mystery Shopper(hence the hidden identity), and a management specialist, Tahnee efficiently handles the day-to-day operations of the business, which includes managing, and scheduling our shoppers & face-to-face interaction with our clients. 

Bhavik Hingu
IT Manager/Development

Bhavik is the brains behind our software, from inception he has efficiently handled the day to day software and development which is the heartbeat of our business, this includes the management and development of new technology. 

Mystery Shoppers

We utilise more than 8000+ Mystery Shoppers spread across australia.

Brands we work with

You’re in good company!

“Mystery Management has helped us deliver a Mystery Shopping Program that delivers tangible feedback on our performance for every aspect of the customers’ journey. With a motto of “anything you want, we can make happen”, they’ve been an absolute pleasure to work with”

Sarah Young / Transit Systems

“Sydney Ferries operator, TransDev, has been working with Mystery Management since 2016. The professionalism, flexibility and data robustness Mystery Management has demonstrated and provided to our organisation is second to none. ”

Anne-Laure Saluden / TransDev

“Mystery Management has played a major part in the Thomas Hotels customer service success, the program has helped the Management create a culture of accountability among our frontline staff and has focused our manager’s responsibility for each area of their Hotel.”

Chris Thomas / Thomas Hotels

“Mystery Management have become acritical part of the way we deliver service. The reports they deliver are easy to digest and Lou and the team are great to work with. Highly recommended.”

Hamish Watts & Ben Carroll / AppleJack Hospitality

“Mystery Management has provided valuable feedback for our business. We have been able to evaluate our current systems, improve our internal procedures and develop new programs for our security officers and clients.”

Martine Masseh / Urban Protection Group

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We’d love for you to join our family

We can keep you ahead of the game by assisting you with strategies to improve your service levels and increase customer satisfaction, sales, and performance to give you a competitive edge.

We offer a private audit of your financial institution to gain an understanding of your staff’s performance, your facilities, products, and fees. We supply mystery shopping consultants to Melbourne, Brisbane, Sydney, Adelaide, Perth, Hobart, and Darwin.

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