Client: Leeds Building Society
Sector: Financial Services / Banking & Savings
Services Used: Mystery Shopping, Customer Experience Scoring, Behavioural Insight & Soft Skill Assessment
The Challenge
Leeds Building Society wanted to ensure that customer interactions in-branch reflected their values of trust, personal service and financial expertise. They were particularly focused on building rapport and making sure staff were offering services relevant to each customer’s needs.
They needed a structured, consistent way to measure how well this was being achieved, and where coaching or recognition was needed.
Our Solution
Tern designed a tailored mystery shopping programme focused on key customer touchpoints, including initial welcome, rapport building, understanding customer needs, and offering relevant services.
Results were captured and reported through Tern’s dashboard, with emphasis on behavioural tracking and year-on-year progress across specific soft skills.
Results
- Rapport Building up by 30% year on year
- Shoppers reporting services offered were relevant to their needs trending at 100%