Secret Shoppers Score CUs

WILMINGTON, Del. - (11/24/04) -- Credit union employees in thetri-state area may be on the look-out for a mystery member shoppingtheir credit union to evaluate member services. The Delaware CULeague has introduced its 'Mystery Shopping' program in which anundercover 'shopper' is provided to gauge employee service,knowledge, appearance of branches, and a range of other informationsought by the manager. The program can be used to monitor andevaluate branch operations, telephone service or the credit union'swebsite. "It's a customized program for credit unions. We candesign it to find out anything you (the manager) want to know aboutyour operation," Jane Bailey, vice president of the Delawareleague, told The Credit Union Journal. After shopping the creditunion, the undercover agent then provides a written evaluation withrecommendations for improvements in services, she said. The programis currently being shopped in Delaware, New Jersey andPennsylvania, with nearby Maryland next on the list.