A major commercial bank in Nigeria, known for its longstanding reputation and wide customer base, commissioned a mystery shopping in Nigeria to evaluate and enhance its in-branch customer service across Abuja, the Federal Capital Territory. The goal was to identify service gaps, assess staff professionalism, and measure how closely branch-level interactions align with the bank’s service excellence promise.
To execute this project, Webhaptic Intelligence deployed a team of four trained mystery shoppers. These individuals conducted 31 discreet visits across various bank branches in Abuja. Each interaction was guided by a structured Excel-based questionnaire, complemented by covert audio-visual documentation to capture authentic customer service scenarios.
The evaluation covered a wide range of key performance indicators including:
- Customer turn-around time
- Staff courtesy and responsiveness
- Product knowledge and communication clarity
- Branch ambience (exterior and interior)
- Queue and facility management
- Handling of customer inquiries and complaints
All data collected was subjected to rigorous quality control and analysis by a dedicated quality assurance team. The findings were consolidated into a detailed report featuring performance charts, visual evidence, and actionable insights for each branch.
The outcome of this mystery shopping in Nigeria provided the bank with a roadmap for refining customer service protocols, upskilling frontline staff, and reinforcing a culture of excellence. The recommendations have since helped the bank align its service delivery with evolving customer expectations in a highly competitive financial landscape.