Mystery Shopping

Now more than ever, compliance is required for marketing and distribution activities. Synpulse experts are well versed in the intersection between risk management, local regulation adherence, and technological transformation. Together, we can ensure that your sales are optimised while regulatory concerns are satisfied.

Are you asking yourself

Do your marketing and distribution activities comply with local regulations?
Have you optimised the sales and advisory practices in relation to the customer’needs and perspectives?
Are you a customer-centric organisation with a streamlined and innovative insurance distribution?
Are you managing emerging trends and risks in insurance distribution?

What you will get from us:

Standard audit checklists for mystery shopping & roadshow inspections
Fieldwork evidence for each audit case
Infraction category 1 & 2 analysis
Aggregated scoring matrix that can be broken down further (e.g. by audit touch points)
Trend, quantitative & qualitative analysis
Key recommendations to improve or transform process/competency/product features

Our Approach

Project Set-up

Balanced Scorecard non-sales KPIs and Common Category 1 & 2 infractions form the basis in the design of shopper scenarios & checklist.
Definition of Additional Dimensions

Products, Advisor Competence, Customer Experience, Touch Points and Advisory Tools allow for a holistic evaluation.
Fieldwork and Quality Assurance

Tools and quality gates are embedded throughout the field work to ensure a high accuracy and minimize rework activities.
Comprehensive Analysis

Automated transcription and analysis through technology-driven analysis ensure to optimize analysis outcomes.
Rollout and Reporting

Recommendations derived from the conducted analysis and help augment and improve advisory services.