Our solutions for Financial Services
Mystery Audits
A powerful tool used to evaluate the quality of service, customer experience, and operational standards in retail stores, hotels, restaurants, and other hospitality venues. Our trained mystery shoppers pose as regular customers, interacting with your staff and assessing everything from product knowledge and service efficiency to cleanliness and atmosphere. These visits provide detailed, unbiased insights into how your business performs from a customer’s perspective, helping you identify areas of improvement and ensure consistent excellence across all locations.
Mystery Calls and Emails
An essential tool for evaluating the quality of service provided by your reservation centres, customer care teams, and sales departments. Our mystery callers act as potential customers, engaging with your staff over the phone to assess factors such as communication skills, problem-solving abilities, product knowledge, and the overall customer experience. These calls provide objective feedback on how effectively your teams handle inquiries, resolve issues, and drive sales, helping you optimize phone-based interactions and maintain high standards of service.
Employee Engagement Measurement
Do you want to understand why guests return — or why they do not? Why one branch, property, or location consistently achieves higher conversion than another? Or what truly enables your employees to make the difference for your guests? These are exactly the questions we specialise in. We work at the intersection of guest experience, employee experience, and AI.
The Hunt
INPROVE has re-engineered mystery shopping with its gamified solution! It’s up to the employees to reveal the mystery shopper. The Hunt focuses on the positive results of an experience and the desired behaviour that an employee demonstrated. Did the mystery shopper have a memorable experience and did he/she receive the best possible service? If so, the mystery shopper will return to the store to put the employee in the spotlight. Who will reveal the most mystery shoppers; who is most up to date on the brand promise and brand values and which store creates the best customer experience?
Sales Opportunity Analysis
Your sales reports show what was sold. They don't show what was missed. Our mystery shoppers are trained to identify moments where a relevant product or service could have been introduced — but wasn't. These missed opportunities are invisible in your CRM, yet they represent real revenue and, more importantly, unmet client needs.
Compliance & Quality Audits
In a heavily regulated industry, the quality of advice matters as much as its accuracy. Our audits assess whether advisors follow prescribed processes while still delivering a human, personalized experience — striking the balance between regulatory compliance and genuine client centricity.
From Hospitality to Finance:
The same truth, a different setting
At INPROVE, we have spent years measuring what makes a guest experience truly memorable in hotels and restaurants. The lesson that carries across every sector is this: the facts of an interaction rarely determine how a client feels about it. What stays with people is whether they felt genuinely listened to, whether the advisor seemed to care, and whether the conversation felt authentic rather than scripted.
In financial services where the stakes are high, decisions are complex, and the relationship between client and advisor is built on trust, this emotional dimension is not a soft extra. It is the core of the experience. And it is precisely what standard metrics like NPS and CSAT fail to capture.
Mystery shopping gives you access to that hidden layer: the experienced empathy, the quality of the conversation, the moments of real connection, or the lack of it.
How we work
1. Get to know each other
We start by understanding your brand values, client promise, regulatory context, and the specific behaviors you want to assess. From the very beginning, we are part of your team — not just a provider.
2. Define the project
Together we define the questionnaire, shopper profiles, and the flow of visits or calls. Whether you have prior experience with mystery shopping or not, we guide you through every step.
3. Shopper training
We recruit and train shoppers who can credibly play the role of a bank or insurance client — someone considering a mortgage, reviewing their pension, or seeking advice after a life event. Authenticity is everything.
4. Conduct the visits
Our trained mystery shoppers interact with your advisors and teams, evaluating all critical touchpoints across the client journey.
5. Quality check
Every report is carefully reviewed before delivery to ensure accuracy, consistency, and actionable depth.
6. Receive reports
After each visit or call, you receive a detailed, data-driven report including feedback, observations, and — where relevant — photographic evidence.
7. Receive analysis
Periodically, we deliver actionable insights tailored to your objectives: by region, branch, product line, or advisor profile.
What information and analysis do we provide?
Our in-depth analysis helps you understand how clients experience your services across every interaction, from first contact to follow-up. We identify service gaps, communication inconsistencies, compliance risks, and commercial opportunities, giving your teams clear direction to improve client experience, strengthen trust, and increase conversion.
Periodic reports
Adapted and personalized reports with data extracted from the visits and calls. Monthly, quarterly, yearly… Together we will define it!
Personalized analysis
Information per country, brand, area, etc. Our analysis will cover all your company needs.
Results per visit
After every visit or call you will receive and get access to the report generated from the visit. It will include comments, pictures and answers from the shopper as well.
The System
INPROVE uses an advanced customer experience platform that brings all results together in one clear dashboard. Clients can analyse data in real time, compare performance between regions, countries, brands, locations, store types, scenarios, or touchpoints, and follow trends over time.
Reports include scores, written feedback, improvement points, attachments, and photos. This makes results easy to understand and helps teams turn insights into concrete actions.
Easy for shoppers
Shoppers can submit reports quickly from any device and add comments, photos, receipts, and other relevant details directly in the platform.
Simple for your company
Clients can access results anytime, from any device. User profiles can be set up based on role, such as head office, regional management, location management, or department level. Reports can also be exported as PDF's or shared automatically by email.
Connected to your systems
Where needed, the platform can be connected to your existing systems through an API integration, allowing data to flow efficiently between platforms and supporting a more seamless reporting and follow-up process.
Let's turn every client conversation into a competitive advantage.
Thinking of implementing mystery shopping solutions in your business? Contact us!
