Mobile Walk-In Secret Shop for June 2007

Please inquire about a Telco product or service at the Teller Line to see if they refer you to the desk. Submit your results for the Mobile Branch Walk-In Secret Shop by answering the following questions.

Name


A red asterisk (*) indicates required questions.


  1. Name of Secret Shopper*


  1. What time did you enter the branch?*


  1. What time did you leave the branch?*


  1. Is the exterior well maintained?*
    Yes
    No


  1. Is the interior clean and clutter free?*
    Yes
    No


  1. How many people were in line when you entered the branch?*


  1. Are the signs visible and unobstructed?*
    Yes
    No


  1. Are the desks and teller areas neat?*
    Yes
    No


  1. Is the check writing counter organized and stocked?*
    Yes
    No


  1. Is support work out of view?*
    Yes
    No


  1. Did any employee acknowledge you when you walked in the door, by saying, "Good Morning or Good Afternoon...Welcome to Telco!"?*
    Yes
    No


  1. Did the employee say hello and ask, "How may I help you?"*
    Yes
    No


  1. Was the employee proficient with the computer?*
    Yes
    No


  1. Employee's name who served you:*


  1. What type of transaction was performed?*


  1. Was the teller transaction completed in less than 5 minutes?*
    Yes
    No


  1. Did the employee use your name during the transaction?*
    Yes
    No


  1. Indicate which product or service you inquired about:*
    Christmas Club
    Auto Loan
    Money Market Account
    IRA's
    Signature Loans
    Telco Online
    Online Bill Payer
    Bella the Teller
    Visa Credit Cards
    Mortgages
    CDs
    Checking Accounts
    Business Accounts
    Student Loans
    Safe Deposit Boxes
    Other


  1. Did the employee ask questions to identify your needs before discussing rates and services?*
    Yes
    No


  1. Did the employee demonstrate ready knowledge of the products and rates discussed or refer you to another employee that could help you?*
    Yes
    No


  1. If referred, name of employee referred to:


  1. Was the sales wait less than 15 minutes?*
    Yes
    No


  1. Did the employee describe how one or more of the credit union service features discussed would benefit you personally?*
    Yes
    No


  1. Did the employee tell you about other services or promos?*
    Yes
    No


  1. Did the employee make an effort to advance the sale by doing any of the following? Check all that apply.*
    Offer to take the loan application while you were in the branch?
    Offer to give you a loan application to take home?
    Offer to open the account or service while you were in the branch?
    Offer to give you information on the account or service?
    No effort was made to advance the sale.


  1. Did the employee say thank you and ask, "Is there anything else I can do for you?"*
    Yes
    No


  1. Based on the service you received, would you recommend and refer Alabama Telco to your family and friends?*
    Yes
    No


  1. WOW! Factor of overall experience.*
    Did not meet Expectations
    Met Expectations
    Exceeded Expectations


  1. Additional Comments:




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