Contact Center Mystery Shopping


Contact center mystery shopping provides credit unions a unique opportunity for member experience managers to evaluate the member experience using predetermined scenarios.


Diagnose and correct root causes of positive and negative experiences.


Kinēsis credit union contact center mystery shopping program can help you address a number of questions, including:

  • How well do employees meet credit union service standards and members’ service expectations?
  • How have members’ experiences with the institution’s service changed over time?
  • Which employees are top performers in providing service and could therefore serve as role models?
  • How does a member’s service experience influence his/her intent to purchase or open an account or visit a branch?
  • What employee behaviors drive intent to purchase or open an account?
  • What are the causes of members’ positive and negative service experiences?
  • How does a credit union’s member service relate to the industry norms in Kinēsis’ database of industry experience?
  • What employee training, compensation, or other investment will have the greatest impact on employee contribution to revenue?
  • How can the company best coach employees?

The contact center has a role in driving purchase intent and loyalty.

Our research suggests integrating other channels into the conversation, and sincerely expressing interest in the customer broadly drive purchase intent as a result of a sales presentation with a bank contact center.

For more information about agent service attributes that drive customer loyalty, click below:

Drivers of Purchase Intent in the Contact Center Experience in Retail Banking


For more information about what impresses customers positively as a result of an interaction with a bank contact center, click below:

Own the Call: A Key to Customer Loyalty

Contact Center Purchase Intent Drivers: Empathy and Competence from Kinesis CEM, LLC


“The human element of the contact center continues to be the biggest challenge.”

- Jerry Silva IDC Financial Insights