Case Study : Mystery Shopping for MoneyGram

MoneyGram recently implemented new customer service benchmarks for their point-of-sale (POS) workers to follow, aiming to enhance the overall customer experience and service quality. However, to ensure the effectiveness of this implementation, MoneyGram sought to conduct a compliance research project.

Solution: In response to MoneyGram’s challenge, Cite Up proposed a comprehensive mystery shopping project designed to assess compliance with the newly implemented customer service benchmarks. Over the course of one month, Cite Up’s team of undercover researchers visited 18 Massy Stores MoneyGram locations, strategically selected to represent diverse demographics and geographic areas.

During these visits, the Cite Up team meticulously evaluated various customer service metrics, including but not limited to:

• Speed and efficiency of transactions
• Friendliness and professionalism of staff
• Accuracy of information provided
• Handling of customer inquiries and concerns
• Compliance with MoneyGram’s specific service standards and protocols

Upon completion of the mystery shopping project, Cite Up analyzed the collected data and presented the findings to MoneyGram. The results revealed a compliance rate of 79% with MoneyGram’s customer service benchmarks across the evaluated locations. Additionally, the project provided valuable insights into areas of strength and opportunities for improvement within MoneyGram’s customer experience framework.

The mystery shopping project conducted by Cite Up offered actionable insights for MoneyGram’s customer experience transformation initiatives. While achieving a commendable compliance rate of 79%, the findings highlighted areas where further refinement and training may be beneficial to ensure consistent adherence to the established service standards. Armed with these insights, MoneyGram can continue to refine its customer service strategies, ultimately enhancing customer satisfaction and loyalty across its global network.