Secret View Experience of the Month September: SNS De Leim Maastricht
16/10/2024
We were off to the south again, as SNS De Leim in Maastricht won the Experience of the Month for September! Every month, our mystery shoppers carry out assignments in thousands of stores, and from all these results, we select the most remarkable, customer-friendly, or best experiences! This month, SNS De Leim stood out.
Charm and helpfulness
24-year-old Personal Advisor at SNS Bank Thérèse was completely overwhelmed when we walked in with the award, struggling to believe she had won: “It’s amazing to win! But it does make me a bit uncomfortable because, of course, we do this as a team.” The entire De Leim team, including the Regional Director of Southern Netherlands, was beaming as we presented the award.
However, it was Thérèse's charm and helpfulness that made our mystery shopper so enthusiastic: “The staff member left a very friendly and service-oriented impression and showed professional sensitivity.” The personal attention also stood out: “The focus on my needs and interest in personal topics really caught my attention. I came in for travel insurance, and we ended up having a long chat about my upcoming trip.”
Although Thérèse has only been working as a Personal Advisor at the bank for just over a year, the mystery shopper had a different impression: “This employee seems to have been here for quite some time, given her level of knowledge and the way she interacts with customers. She talked about combining products and services, which perfectly matched the accounts we already have with SNS.”
Southern hospitality
Raymond Neilen, Regional Director of SNS Customer Teams in Southern Netherlands, recognizes this image: “Thérèse has grown tremendously over the past few months. But her strength lies in always being herself, with a disarming charm. Every organization talks about genuine customer attention, but here you can truly see it in action.”
Raymond adds, “That’s something we naturally do better here in the south. We always score higher in customer satisfaction compared to the rest of the country. That’s the beauty of Secret View’s customer experience research—it really highlights this clearly. We work on various themes throughout the year, and we can see the scores rising in areas where we’ve focused our attention.”
Thérèse confirms this: “We completed the ‘Sales from your heart’ training. Even though much of it comes naturally, training like this does help. Ask about personal situations, give everyone your full attention, and people will come back.”
And it shows, as this is the busiest SNS branch in the Netherlands, where Thérèse and the entire team play a key role. Congratulations again to Thérèse and the entire team at SNS De Leim Maastricht!
About the Secret View Experience of the Month Award
This award is designed to recognize and reward our clients for their outstanding customer experiences. We view feedback as something positive, and that’s what we want to promote through our Experience of the Month Award. We hope it also motivates others to go the extra mile for every customer.
