Trust Is Earned Through Every Interaction
In financial services, your brand is only as strong as your frontline, and your processes. Customers expect clarity, speed and reassurance, whether they’re opening an account, resolving an issue or asking for advice.
Tern helps banks, building societies, insurers and investment brands assess and improve how their services are delivered, so they can stay compliant, competitive and trusted.
What’s at Stake?
💬 Complex queries handled without clarity or empathy
📞 Inconsistent call handling across branches or advisors
📉 Poor onboarding experiences that increase drop-off
🧾 Compliance gaps in mandatory scripts or disclosures
❌ Fractured customer journeys across digital and in-person channels
In a sector built on trust, these aren’t just service issues, they’re brand and risk issues. We help you spot them early, and fix them fast.
How We Help
We work with a wide range of financial institutions to:
- Run mystery shopping across phone, in-branch, and online channels
- Test key journeys like account setup, product enquiries, and complaints
- Audit compliance with regulatory scripts and mandatory disclosures
- Assess clarity, tone and empathy across frontline teams
- Track consistency across branches, advisors or partner firms
- Deliver insights in a secure, shareable dashboard environment
Whether you’re in retail banking, investment services, or insurance, we’ll help you turn frontline delivery into a strategic advantage.
Popular Services for Financial Services Brands
📞 Call Centre Mystery Shopping
🏦 In-Branch Visit Programmes
🧾 Compliance & Script Audits
🗣 Post-Interaction Customer Surveys
Need to support FCA compliance? Improve client onboarding? Or track call quality across advisors? We’ll build a programme that fits your needs and your sector.
We are trusted by the UKs Leading Brands
