Customer Experience Experts The Branch Shopping Company For Banks Brings You...


Employee Performance and Facilities Check-Ups Exclusively for Banks and Credit Unions

Giving your managers the information they need... to have a winning team.

Join top performing banks and credit unions who do more than provide customer service training; they also monitor their offices and employees for customer service excellence. Customer Experience Experts is dedicated to helping banks take advantage of best practices to develop and reward employees, keep customers, increase profits, and enhance return on investment to shareholders.

Well-executed shopping programs have been proven to improve performance and results...

Our branch-shopping program gives you the information you need to reward great performance and coach team members who need encouragement to succeed.

We can create a customized survey for your bank, based on what is important to you. Your customer sales and service can be surveyed on a one-time basis, done quarterly, semi-annually, or at the frequency of your choice. We can survey one office, specific offices, or all of your offices, as many times as you would like.

Here's a list of some of the areas we measure:

  • Attitudes of employees
  • Prompt greeting
  • Calling the customer by name
  • Eye contact, tone of voice
  • Specific behaviors such as:
    • Offering a business card, positioning your representative as a resource for additional financial needs
    • Product knowledge
    • Asking good questions
    • Listening well
    • Shaking the customer's hand as an expression of professionalism
    • Thanking the customer for choosing your bank
  • Appearances of employees and their work area
  • Wait times
  • Professionalism
  • Facility clutter
  • Visibility of directional signs and other important information
  • Parking/Traffic patterns
  • Dress code adherence


  • Advanced online technology
  • Customized reports to meet your specific needs

Why choose Customer Experience Experts's PerformanceChek?

Nancy Draude, President of Customer Experience Experts, has more than 20 years of experience helping banks maximize their sales and service culture. Her expertise includes assessment surveys of employees, development of sales and service standards of performance, sales training, sales and service tracking (branch shopping), as well as the implementation of effective recognition and reward programs. Nancy also helps banks "clean up" their lobbies to ensure a professional sales and service environment.

Are you ready to get started?

We invite you to call 717-371-5310 or email us back today at [email protected] for more information or to request a quote.

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