WE go Undercover
The WE network of “Undercover Customers” is different. Unlike most other companies that find their shoppers through online applications, “WE customers” are hand-picked, chosen for their ability to play the role, observe appropriately and report accurately. They are carefully trained through extensive discussion and in-bank practice runs with WE President, Sharon Tercha.
Several shoppers are Fortune 500 executives who enjoy the break from their usual routine and take assignments as vacation permits. Others are “moms” who will shop with their children. We even have college students, a Spanish-speaking shopper and individuals with mid-west, southern and New England accents.
Typically, two specially chosen shoppers are assigned to your bank, with Tercha consistently acting as the third shopper. Their stories are carefully orchestrated and based on your area. (A new professor in a college town, a disgruntled customer from a recently merged bank in your area, etc.) Unless otherwise directed, we will chose shoppers who are very different, because an outgoing college “kid” may be treated very differently than the reserved middle-aged woman in a business suit. We also try to shop your bank at varying times because service at 10 a.m. may be different than five minutes before the branch closes.
After their “customer” experience in the bank, shoppers find a safe location to complete our raw data form that prompts them to methodically describe their interaction in detail. Questions range from “Did the teller/CSR ask appropriate questions to understand your financial goals, and if so, what questions were asked?” to “Did they attempt to cross-sell, and if so, what products?” Inevitably, the interactions will surprise you.
This comprehensive report is provided to your bank within three weeks of the final shop. Conference calls to discuss findings are scheduled either prior to presenting the hard copy and/or after you’ve had a chance to digest written results (depending on your preference).
Several shoppers are Fortune 500 executives who enjoy the break from their usual routine and take assignments as vacation permits. Others are “moms” who will shop with their children. We even have college students, a Spanish-speaking shopper and individuals with mid-west, southern and New England accents.
Typically, two specially chosen shoppers are assigned to your bank, with Tercha consistently acting as the third shopper. Their stories are carefully orchestrated and based on your area. (A new professor in a college town, a disgruntled customer from a recently merged bank in your area, etc.) Unless otherwise directed, we will chose shoppers who are very different, because an outgoing college “kid” may be treated very differently than the reserved middle-aged woman in a business suit. We also try to shop your bank at varying times because service at 10 a.m. may be different than five minutes before the branch closes.
After their “customer” experience in the bank, shoppers find a safe location to complete our raw data form that prompts them to methodically describe their interaction in detail. Questions range from “Did the teller/CSR ask appropriate questions to understand your financial goals, and if so, what questions were asked?” to “Did they attempt to cross-sell, and if so, what products?” Inevitably, the interactions will surprise you.
This comprehensive report is provided to your bank within three weeks of the final shop. Conference calls to discuss findings are scheduled either prior to presenting the hard copy and/or after you’ve had a chance to digest written results (depending on your preference).