Channelplay Case Study

Mystery Shopping at Banks for an NBFC

Home Credit wanted to check scenario-based responses on operational elements in banking sector. The scenarios included day to day operations of the banks as well as the schemes launched by the government, apart from the routine aspects like staff interaction, product knowledge and objection handling.Approach

Scenario-based Mystery Shopping was conducted at Public-sector, Private and foreign banks across India. The approach adopted to successfully deliver the scope of work was as under:

  • Identifying shoppers with existing accounts with target banks
  • Finding an auditor who fulfills the requirement of the scenario
  • Providing detailed training regarding different plots that had to be performed


A detailed report with key insights was shared with client providing the scores achieved by various branches for each parameter. As an outcome, the client got a fair understanding of the level of adherence on operational processes at branches across all the three categories of banks - Public, Private & Foreign.

Topics: Mystery Shopping & Audits