Two CUs Agree To Mystery Shop Each Other

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In an effort to gauge the level of members services, Georgia FCU and nearby Excel CU have agreed to send anonymous "mystery shoppers" into each other's credit union. Under the service, popular among retailers, individuals pose as legitimate credit union members to report on how tellers and other member service representatives are responding to members.

Kim Wall, vice president of Georgia FCU, told attendees to the annual National Association of Community CUs conference here. Each credit union hand-selected a group of managers to pose as members and to "shop" the other credit union.

"The motive wasn't to slap wrists," said Wall. "We want to reward and promote people when they're doing a good job. Our members benefit, and we benefit, when we have people who care about providing good service."

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