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Mystery Shopping for MoneyGram
MoneyGram
MoneyGram is a global provider of money-transfer and payment services, operating in over 200 countries and territories with a vast network of retail agents.
The challenge
MoneyGram implemented new customer-service benchmarks for its point-of-sale staff and sought a compliance research project to ensure the roll-out was effective.
The solution
- A comprehensive mystery-shopping project over one month, visiting 18 Massy Stores MoneyGram locations selected to represent diverse demographics and areas.
- Undercover researchers evaluated speed and efficiency of transactions, friendliness and professionalism of staff, accuracy of information provided, and handling of inquiries and concerns.
The results
- An objective, evidence-based read on POS compliance with the new service benchmarks.
- Clear findings MoneyGram could act on to lift service quality across its agent network.