Evaluating retail banking protocol adherence, regulatory transparency disclosures, and front-desk customer treatment through covert audits.
A tier-one retail bank sought to benchmark service delivery consistency across its nationwide branch network following the rollout of a new digital account opening protocol and strict Central Bank disclosure mandates.
MField MEA trained and deployed a vetted cadre of 65 certified mystery shoppers matching distinct consumer personas (students, civil servants, entrepreneurs, and retirees). Evaluators executed covert visits assessing 48 objective criteria, including greeting speed, KYC compliance, product explanations, and branch cleanliness.
Uncovered a 22% gap in digital feature demonstrations during in-branch account setups.
Provided empirical evidence for an executive retraining program that increased overall branch satisfaction ratings from 71% to 88%.
Helped the institution achieve zero regulatory fines during Bank Al-Maghrib seasonal compliance sweeps.
“MField's mystery shopping operations operate with forensic accuracy. The level of documentary proof gave our executive board the objective clarity we needed.”