Case Study: CIBC First Caribbean International Bank Mystery Shopping

CIBC First Caribbean, given its expansive regional retail presence, sought a comprehensive insight into the customer experience during visits to its branches. The objective was to ascertain alignment between the institution’s service standards and the actual customer experience.

Centralized Management: Cite Up Limited strategically managed the Mystery Shopping Exercise from its head office in Trinidad, ensuring centralized control and coordination to guarantee the superior quality of data collected.

Collaboration with First Caribbean: Cite Up Limited collaborated closely with First Caribbean to design a questionnaire tailored to their Customer Service Standards. This collaborative effort aimed to align the research with the specific objectives of the financial institution.

Shopper Responsibility: Mystery Shoppers were enlisted to undertake the critical role of data collection and upload, ensuring a seamless and comprehensive execution of the Mystery Shopping Exercise.

Web-Based Data Upload: Data collected by Mystery Shoppers was efficiently uploaded onto Cite Up Limited’s web-based proprietary Mystery Shopping System, streamlining the data management process.

Upon completion of the Mystery Shopping exercises, CIBC First Caribbean successfully identified gaps in their service delivery. This identification facilitated the development of effective, evidence-based training initiatives tailored to address the specific needs of the organization.

Cite Up Limited’s successful execution of the Mystery Shopping Exercise demonstrates its capability to manage complex research initiatives across diverse regional territories. The collaboration with First Caribbean exemplifies a strategic approach to ensure adherence to client standards and objectives.