Brief
To improve its customer service delivery and ensure a consistent brand experience, a fast-growing Nigerian bank enlisted Webhaptic Intelligence to carry out a mystery shopping exercise across five of its branches in Lagos, including its headquarters. The goal was to evaluate service quality, staff conduct, and how well the bank communicated its offerings — especially in a competitive and digitally evolving financial landscape.
Approach
Webhaptic deployed two experienced mystery shoppers, each assigned specific scenarios to reflect typical customer journeys. They visited the branches as everyday customers, making inquiries, asking for account information, exploring digital service options, and observing overall interaction quality.
The entire process was guided by structured evaluation grids, real-time observations, audio-visual recordings, and supervised quality checks. Focus areas included:
- First-contact resolution
- Staff responsiveness and courtesy
- Clarity of product explanations
- Cleanliness and ambience of banking halls
- Promotion of digital banking tools
Our team ensured that the data collected was objective, reliable, and reflective of everyday customer experiences.
Impact
The project provided the bank’s management with detailed, actionable insights into how customers were being served across Lagos branches. The final report included:
- Branch-specific ratings and performance dashboards
- Interaction analyses and staff behaviour assessments
- Audio-visual documentation of real customer journeys
- Tailored recommendations for service improvement
These insights informed key decisions around staff retraining, customer engagement, and brand consistency — helping the bank improve service delivery not just in Lagos, but across other regions. The exercise became a model for refining customer experience and reinforcing the bank’s commitment to modern, customer-centric banking.