Going Undercover: How Mystery Shopping Reveals the Real Accountholder Experience

What really happens when a customer walks into your branch, calls your contact center, or interacts with your digital channels? The truth is, there’s often a gap between what leaders believe their teams deliver and what customers actually experience. Mystery shopping closes that gap by offering an unfiltered, real-world view of your institution’s service, sales, and compliance execution.

In this webinar, join our head of mystery shopping, Michaela Heaton, along with overdraft program expert Bryan Gatlin, and we’ll go behind the scenes of mystery shopping in banks and credit unions, showing how “undercover accountholders” provide actionable insights that help improve service consistency, uncover sales opportunities, and ensure your brand promise is delivered every time.

You’ll learn:

• How mystery shopping works across branch, phone, and digital channels
• The key benefits — from strengthening frontline training to boosting accountholder loyalty and retention
• How mystery shops uncover missed opportunities in sales conversations and cross-selling
• Ways to benchmark against competitors and spot where you can gain an edge
• How to turn shopper data into coaching, compliance reinforcement, and measurable performance improvement

If you’re ready to see your institution through your customers’ eyes and use those insights to elevate both service and sales this session is for you.

Register Today
January 22 at 2:00 PM Eastern

Set your time zone when you register. The recording of the webinar will be shared with everyone who registers, even if you cannot attend.