SNS x Secret View
1/3/2024
People first: that is the credo of SNS, and of course we are big fans of that! With 200 stores throughout the Netherlands, SNS wants to be close to the people and their customers. The customer experience plays an important role in this. With mystery shopping research they want to get a better understanding of the customer experience and fulfill their promise. In January 2024 we started the first mystery shopping visits at 200 locations of SNS.
Mystery shopping in the world of financial services
SNS applies a personal approach, extensive coaching of their employees and a partner network, by which they clearly distinguish themselves from other financial institutions. SNS highly values their physical store locations; these are the face of the organization and allow customers to personally get to know their services and the people behind it.
But how does SNS know if a customer is satisfied with their service? Therefore they use mystery shopping of Secret View. During the survey, we evaluate how the processes are handled as well as the human interactions within them. The purpose is to check whether the customer receives the right information in the right way.
Our mystery shoppers visit all 200 locations once every 6 weeks, where they share their honest opinions on how they perceive the customer experience. Aspects such as welcoming, proactive approach of employees, helpfulness, overall care of the store and departure are included. This feedback gives SNS a better understanding of how they can train their employees to improve their performance and increase customer satisfaction.
Supporting employees in their development
Stijn den Hartog, Lead Retail Formula at SNS, says they have a need for concrete action points: ''Customer experience is a core value for us. We strive to continuously develop and improve in this. We were looking for a partner who could shape this research with us, and Secret View proved to be the perfect match for this.''
''We are looking forward to the mystery shopping surveys and their results, which we can use to learn from our customers and support our employees in their personal development. This will allow us to serve our customers even better in managing their finances.''
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