Customer Impact offers financial institution mystery shopping for banks, savings and loans, credit unions, and investment companies.

Most people have at least one bank account, but the truth is, consumers have tons of options when it comes to banks. In many areas, there may even be two or more banks in one shopping center, and small bank branch in the grocery store. Also, many banks offer specials to try to entice new customers to open an account with them. So, mystery shopping is essential to ensure that your bank continues to be successful, holds on to the customers it already has, and is able to attract new customers.

  • Banks

  • Savings and Loans

  • Credit Unions

  • Investment Companies

Banks handle many transactions for customers, including run of the mill deposits and withdrawals, as well as more stressful and complicated (and higher dollar) transactions such as a mortgage loan or a car loan. Since consumers are often putting their futures in your hands at the bank, they need to feel comfortable with the employees and the environment.

Mystery shoppers from Customer Impact can evaluate:

  • Bank drive through area.

  • Staff members (teller staff and platform staff) for knowledge of rates and services, customer service, and appearance.

  • Signage.

  • Bank cleanliness and overall appearance.

Our mystery shoppers can visit your bank in person, or call the bank on the phone in order to perform our evaluation. Or, we can do both. After the mystery shop, we will provide you with a detailed report of our mystery shopper’s experiences. We will tell you what areas your bank excels in so you can continue doing these things (and reward good employees) and let you know where you need improvement. We can give recommendations on improving your bank to help you retain your existing customers and develop a new base or customers in your area.


Contact us below for more information or cost estimation for an upcoming project.

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