Online/Website Bank Mystery Shopping


Diagnose and correct root causes of positive and negative experiences.


Increasingly, customer relationships with their bank are being deepened through online and mobile channels. Bank mystery shopping allows managers of these channels to test ease of use, navigation and the overall customer experience of alternative banking channels.

Typical objectives of online website bank mystery shops may include:

  • Evaluate the overall online customer experience
  • Test the ease of navigation across the website and logical organization of the site
  • Evaluate ease of finding information on the website
  • Determine if the information on the website was easy to understand
  • Determine if language, icons, graphics and other symbols are easy to understand
  • Determine if layout is logical and supports easy scanning
  • Evaluate if interactive elements are easily recognizable and work as expected
  • Test precision of keyword-based searches
  • Identify what service attributes impressed shoppers positively and negatively during the online experience


“Kinēsis delivers a refreshingly simple and user-friendly web publishing system, backed by a professional and responsive team. The feedback serves as a great training tool and the information has had a great impact on our overall customer service achievements.”

- Kim Piotrowski, Columbia Bank