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Secret Shopping
Uncover. Evaluate. Improve.
What is your client experience really like?
Your agency works hard to provide top-tier service, but do you really know what it’s like for a prospect or policyholder to interact with your team? Our Secret Shopper Program gives you a real-world perspective on your agency’s customer experience.
How It Works
Our team acts as a potential insured, engaging with your agency just like any other prospect. We evaluate every touchpoint—from first contact to policy discussions, assessing responsiveness, clarity, professionalism, and follow-up. Then, we provide a detailed report highlighting strengths, gaps, and opportunities for improvement, helping you refine your agency’s customer experience.
What We Measure
We measure key aspects of your agency’s customer experience to identify areas for improvement. This includes response time, how quickly your team engages with new leads, and professionalism, ensuring agents are courteous, knowledgeable, and confident. We assess the sales process to determine if policies are clearly explained and coverage is effectively presented. Follow-up and engagement are also evaluated to see if prospects are nurtured or lost. Additionally, we review compliance and best practices to confirm proper disclosures and recommendations are provided, helping your agency maintain industry standards while delivering exceptional service.
Why It Matters
A strong customer experience sets your agency apart, driving loyalty, referrals, and long-term success. Every interaction shapes a client’s perception, and missed opportunities, whether slow response times, unclear explanations, or lack of follow-up, can send business elsewhere. Our Secret Shopper insights help you identify and address these gaps before they impact your bottom line. By fine-tuning your team’s approach, you enhance client satisfaction, strengthen retention, and stay ahead of the competition in an industry where service is everything.
Following Up
After completing the evaluation, we provide a detailed report with actionable insights on your agency’s performance. We walk you through the findings, highlighting strengths and areas for improvement, and offer recommendations to enhance the client experience. Whether it’s refining communication, improving response times, or strengthening the sales process, our follow-up ensures you have the tools to make meaningful changes. Our goal is to help your agency turn insights into action, creating a more seamless and effective customer journey.