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.