Financial institutions wishing to ensure compliance with new industry regulations are partly responsible for the growth of the mystery shopping industry. As more regulations are implemented, evaluating employee performance is quickly taking a back seat to regulatory compliance as the most important reason for implementing mystery shopping programs. In fact, three new trends seem to be emerging.
1) Online mystery shopping will continue to grow as more customers access financial products and services via the Internet. A secure and easily navigatable web site is crucial. Comprehensive product and service descriptions, and ease of interacting with bank representatives is also vital to ensure the optimum online customer experience.