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CHASE Mystery Shopper Guidelines
IMPORTANT: YOU MAY ONLY CONDUCT 1 SHOP FOR CHASE BANK PER DAY! YOU MUST ENTER YOUR DATA THE SAME BUSINESS DAY THAT YOU CONDUCT THE SHOP! Hi Shoppers! Thank you for applying to be a mystery shopper for the Chase mystery shopping program. We are pleased to have you working with us and look forward to many successful shops over the course of the program. Please read these guidelines carefully so that you are fully prepared to conduct this shop. This is a very straightforward, uncomplicated visit, and a quick and easy survey. However, there are several things that you must know first. IMPORTANT NOTES ‐you MUST have an active checking account at Chase to conduct this shop. Either a business or a personal checking account is fine. It is fine if you also have a savings account or a credit line or a credit card – but the shop must be conducted using a checking account. If you have received this shop in error, please let us know and we will reassign it. ‐you must enter results from your shop on the SAME DAY (by midnight) that you conduct it. No exceptions. ‐be sure to check the Branch Days and Hours of Operation. It is your responsibility to ensure that the branch will be open prior to conducting your shop. Note that not all branches are open on Saturday. ‐try to get a business card from the banker with whom you spoke. If you are not offered a card, please ask for one if it seems natural. Do not do or say anything that would appear odd or unnatural in an attempt to get the card, we do not want the banker to suspect you are a mystery shopper. If you are not able to get a card, please provide the description of the banker in the comments section instead. SCENARIOS Once inside the branch, locate and proceed to the Customer Service desk or area. Do not wait in the Teller line. The only exceptions to this are if you are conducting a shop in an in‐store branch such as inside a grocery store or at a kiosk, or there is no Customer Service desk. If a Teller offers to assist you, tell him/her that you would like to speak with a banker, or that you are interested in speaking with someone about “XXXX” (whichever scenario you choose from the list below). Do not use any banking specific lingo – use only words that a typical customer would use in inquiring about a product or service. Select a topic from below that feels comfortable for you but also try to rotate them during your time as a shopper for this program. • Any Personal Savings Account, • Personal CD, • Personal Auto Loan, • Personal Student Loan, • Student Checking (not current checking), • Debit Cards Allow for an appropriate amount of time to be helped once you are in the bank because you may be asked to wait to see a banker. Be prepared to wait up to 30 minutes for service. This means also that you must arrive at a branch no later than 30 minutes before closing. • If the branch is busy and you choose not to wait, then you must return at another time to complete the shop. • If you attempt to conduct the shop any later than 30 minutes before the banking center closes, your shop will be considered invalid as this does not allow the appropriate time for the scenario you are role‐playing. Have your Account Number available to give to the banker as well as two forms of ID. CHASE: Personal Banker Platform SHOP
VALID SHOP INFORMATION AND DETAILED INSTRUCTIONS
During your dialogue with the banker, do not volunteer any information. You must allow the banker time to ask you questions or explain any additional services or products they feel would best help you and your situation. Only offer the banker your account number if you’re asked. We are interested in whether they are volunteering the appropriate information. SURVEY QUESTIONS Q01. Did the Personal Banker Greet You in a Professional Manner? This question should be answered ‘Yes’ if the banker exhibits a greeting similar to ANY ONE of the following: • Stood to shake your hand • Offered you a verbal greeting that was professional • Smiled and made eye contact Q02. Did the Personal Banker Verify Any of Your Contact Information? This question should be answered ‘Yes’ if the banker verifies ANY of your contact information (phone numbers, address, email). He or she must verbally verify the information with you and compare your answer/s to what is in your profile. Simply asking for your driver’s license to review the information does NOT qualify as a ‘Yes’ response. Q03. Did the Personal Banker Review Your Existing Accounts to Make Sure You Are in the Best Accounts For You? This question should be answered ‘Yes’ if the banker reviews your account(s) on the computer by bringing up your profile on the computer and asking you questions. Just asking what account you are in does NOT qualify as a ‘Yes’ response. Q04. Did the Personal Banker Verify and/or Recommend Any Convenience Products/Services? This question should be answered ‘Yes’ if the banker verifies and/or recommends any of the following convenience products/services: • Direct Deposit • Bill Pay • Overdraft Protection • Debit Card • Account Alerts • ATM Card • Online Banking • Credit Card NEW** Q05. Did the Personal Banker Greet You in a Courteous and Professional Manner? This question should be answered ‘Yes’ if the banker exhibited behaviors such as: • Gave you a warm and sincere verbal greeting • Was personable and pleasant • Thanked you for visiting Chase • When you were finished with your visit, gave a friendly parting remark such as: “Have a nice day”, “Come and see us again”, “Thanks for coming in”, or something similar • Paid attention to you throughout the visit and listened closely to your requests • Excused any interruptions • Asked if you had any further questions • Made you feel comfortable during the conversation PAGE 2 OF 4
CHASE: Personal Banker Platform SHOP
VALID SHOP INFORMATION AND DETAILED INSTRUCTIONS
Q06. Were you greeted at any time? This question should be answered ‘Yes’ if any employee acknowledges you in a way similar to one of the greetings below. The acknowledgement could occur when you enter the branch, when meeting with the personal banker, or any employee greeting you. Note: it is ok if the person that acknowledges you is not the same person that assists you. • Friendly verbal greeting • Eye contact with a smile • Wave • Told you someone would be right with you • Offered to assist you Q07. Was merchandising displayed? Were merchandising materials properly displayed on the inside and outside of the branch, including the drive‐thru, if applicable? Look for brochures, posters, flyers, etc. anywhere in the branch and/or in the windows ‐ ANY merchandising would qualify for a ‘Yes’ response. Q08. Were all areas of the branch clean and well maintained? This includes all exterior areas of the building including parking lot, sidewalks, drive‐thru lanes, and ATM area as well as all interior areas of the building including lobby, transaction desks, bankers’ desks, offices, and customer waiting area. This question should be answered ‘No’ if you noted ANY of the following: • Visible trash/clutter outside • Visible trash/clutter inside • ATM screen dirty (other than general use of fingerprints) • No transaction slips at writing desks Q09. How Many People Were Waiting For A Banker? Please enter the number of people AHEAD of you – do not include yourself in the count. Q10.How Long Did You Wait Before You Were Serviced? Please provide this number this in “whole” minutes, do not check your watch too often or in an obvious way. We do not need exact measurements‐just an idea of how long you waited. **NEW Q11. Did the Personal Banker ask about other financial needs you have? This question should be answered ‘Yes’ if the banker does one of the following: • Asks questions about any recent life events such as marriage, relocation, birth of a child, job change • Asks about accounts (deposits/loans/investments) you have at other banks or financial institutions • Asks about your financial goals such as saving for retirement, college or investments • Asks if all your current financial needs are being met • Asks if there is “Anything else I can help you with?” • Asks whether you or someone you know owns a business The following questions would not be sufficient: “Asks if you are satisfied with your current accounts” ‐ (this would score as a ‘Yes’ under the Account Review question but as a “No” for this question) PAGE 3 OF 4
CHASE: Personal Banker Platform SHOP
VALID SHOP INFORMATION AND DETAILED INSTRUCTIONS
Do Not Ever: ‐Reveal that you are a mystery shopper! If you are discovered as a shopper, you will no longer be able to complete any assignments for Chase. ‐Conduct your shop with a Chase Teller! Do not approach a Teller for help. If a Teller offers to assist you, tell him/her that would prefer to sit down to speak with a banker about your options. ‐Contact your assigned Chase branch or any Chase employee with questions or concerns about your assignment, what happened during your shop, or about an employee of the bank. If you have any questions, please contact your field manager. IMPORTANT: YOU MAY ONLY CONDUCT 1 SHOP FOR CHASE BANK PER DAY! YOU MUST ENTER YOUR DATA THE SAME BUSINESS DAY THAT YOU CONDUCT THE SHOP! PAGE 4 OF 4