Michael Neill & Associates, Inc.
Email info@michaelneill.com
Sat, Sep 23, 2017
Research : Mystery Shopping Program
MemberShoppers from MemberXP.com is a mystery shopping system designed exclusively for credit unions to evaluate the member experience across delivery channels based on the precise factors that lead to member account purchase and member retention.

An online reporting system gives executives and coaches immediate access to shops as they are reported--24 hours a day. Up-to-the-minute data is used to provide targeted training, reward top performers, encourage teamwork and increase employee productivity.

And, unlike other mystery or secret shopper programs, we provide your coaches the tools they need to conduct effective, individualized coaching sessions based on shopper reports. We provide double the shops for the same cost as most other mystery shopping programs so your coaches and executives have more actionable, reliable data for improving employee performance.

How We are Different
MemberShoppers is unlike other mystery shopping systems. Tailored specifically for credit unions, our system allows credit union executives to evaluate the member experience their employees are providing based on the precise factors that lead to member account purchase and retention. In fact, we surpass our competitors by combining 7 essential features that are critical to a successful credit union mystery shopping program:
  1. Industry Specific
  2. More Shops for Your Investment
  3. Shopper Recruitment
  4. Shopper Certification
  5. Fast, Accessible, Organized Results
  6. Coaching Tools and Training
Tailored to compliment the ServiStarô program For credit unions that use the ServiStarô program, MemberShoppers is the perfect companion. Shoppers will evaluate your employees based on essential skills developed during ServiStarô training and coaching:
  • The 7 elements of exceptional service
  • Needs-based selling
  • Use of benefit statements
  • Member relationship development
  • Use of referral collateral In addition, the MemberShoppers coaching guides and action plans are aligned with the ServiStarô coaching method.
In addition, the MemberShoppers coaching guides and action plans are aligned with the ServiStarô coaching method.

Of course your credit union does not have to use the ServiStarô training materials to take advantage of the benefits of MemberShoppers. Our shopper surveys are designed to cover the essentials of sales and service delivery that are critical to enhancing the member experience in every credit union.

For more information about this survey, send an e-mail to info@michaelneill.com.