Some Mystery Shopping Program Reminders

Teller services of First Chicago Bank in Western Chicago has instituted a teller incentive program based all a point system. A value is placed on a number of individual criteria such as referrals and balancing. In addition to the individual scores for operational skills, the branch earns a group score for its cumulative teller shopping results. The branch with the best shopping results earns the highest point value for shopping. That group of Mystery Shopper point value is factored together with each teller's operational scores to determine the individual employee's incentive compensation for the month.

There are several common elements to successful shopping programs. When planning a shopping program, don't stop at creating the questionnaire and figuring out how many transactions will be required. Ask yourselves, 'what are we going to do with the results when the tabulation is completed?' 'How do we encourage and reward the positive behaviors?' 'What do we do to correct the problem areas?'

Remember that shopping is part of an atmosphere of service quality at your bank. Make service important by including it in the way each department works with each other. Don't just talk about service. Live it by making it a part of everything your employees come in contact with during their workday. Put service standards in their job descriptions and make shopping part of their evaluations.

Throw parties, publish newsletters, or provide recognition by upper management. Always reward and acknowledge good shopping behaviors publicly. Improve deficiencies privately and temper corrections with encouragement for the good that has been accomplished.

This will only cause employees to look upon shopping as "big brother watching." When shopping is used as an incentive, employees will buy into the concept and look forward to the opportunity to prove what they are capable of doing.

Without communication and feedback, employees cannot understand what you expect of them.

While this is a temporary promotion, it is obviously a good incentive for the tellers of this bank to exhibit the behaviors stated on the jar, since they all begin with the potential to earn $ 50 and every lapse is a dollar lost to the teller.

Keep in mind that at your bank there are two important groups of people you need to impress and inspire: your customers, absolutely. But equally important to your employees. So remember, it's what you do after mystery shopping that counts.