Challenge

The world's largest retail foreign exchange specialist required a complete review of its customer service offering in the UK and an improved way to measure and improve their customer experience.

The challenge was to provide a consistent measure and also implement a recognition and reward scheme to motivate the team.

Solution

Our solution was to measure the current levels of service, develop an external mystery shopper programme with a third party for ongoing measurement, and demonstrate its value:

  • We used a videoed mystery shopper to ascertain the true level of customer service offered across a number of Bureau de Change.
  • Working with Retaileyes (who conduct over 100,000 visits in the UK each year) we developed and trialed bespoke mystery shopper documentation.
  • We created a communication mail out to all end users including guides and an FAQ.
  • We implemented an accreditation reward system and then measured the results.

Success

Together, this programme contributed to a 2% like-for-like increase in sales and a 7% reduction in staff attrition rates.

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