Knowledge Center

Borrower Experience in the Loss Mitigation Process

The era of COVID-19 has created unprecedented short-term disruption in the lives of millions of individuals and families. Record-high unemployment, reduced work hours, and rising costs have affected millions of people. For many households, these events create difficulties in making timely mortgage payments, and for lenders, are generating a stark rise in the number of […]

June 24th, 2020|

Name Use Improves the Customer Experience

A small change in bank representatives’ behavior can yield big improvements in the impression they leave.

Tellers routinely greet their customers by name as they enter the branch, yet many banks fail to train their platform representatives to use this simple technique during the first visit to help establish rapport and make a potential client feel […]

July 26th, 2016|

Mystery Shopping Acquisition Targets Can Yield Valuable Insights

Mystery shopping can help automotive dealers in the acquisition process get a customer-based perspective of the target dealership’s employees, culture and sales processes. The information gathered by trained evaluators posing as car buyers can identify managers and salespeople who are most likely to fit into the new organization, based on their ability to meet their employer’s […]

July 21st, 2016|

8 Steps to Creating a Competitive Advantage in Bank Sales and Service Quality [Infographic]

Person to Person Quality has worked with dozens of banks and credit unions to evaluate the customer experience and employee performance using tools such as Mystery Shopping and Customer Surveys.  Several of our bank clients have become leaders in their markets by creating and sustaining a competitive advantage in customer satisfaction.  Along the way, we […]

May 25th, 2016|

Managing the Risk of Telephone Bank Fraud and Identity Theft

For financial institutions, managing bank fraud and identify theft is a 24/7 challenge.  The American Banker recently highlighted the growing problem of telephone fraud at bank call centers – employees being conned into giving up critical customer information to criminals or changing account passwords.  Although the article focuses on call centers, the risk is also […]

April 20th, 2016|