Case Study: a leading international bank achieves 90+ mystery shop scores and higher deposits with Market Force

Maintaining high levels of service is money in the bank for financial institution

Leading International Bank, a major international bank, sought to maintain its reputation for high-quality service and grow customer deposits across its 600+ North American branches. To gain an unbiased view of its operations and identify areas for improvement, the bank partnered with vendor Market Force.

Market Force implemented a comprehensive mystery shopping program, using its large network of contractors to evaluate all consumer-facing services. The solution provided the bank's executives and branch managers with detailed, quarterly reports through a customized portal. This enabled fact-based decision making and targeted staff training. As a result, the bank consistently achieved mystery shop scores above 90, which reinforced customer loyalty and directly contributed to a significant increase in deposits and record profits.