Agency Assessment Secret Shopper Call Review

This article will share with you how to review the secret shopper calls

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Who should see the results?

We recommend only owners at this point. When we work onsite with you, we will discuss revealing the secret shopper calls to the team and if that is a good strategy. 

What do we review from the secret shoppers?

  • Overview - This is all of the survey responses from your agency aggregated. This PDF is great for seeing common themes in your sales process.
  • Folders - You will receive a link to a folder where each call is stored by the caller’s name.
    • Video from the shopper on their experience
    • Quotes they received
    • Communication they received from the agent
    • Survey response
  • Management System - We also recommend that you match the secret shopper to your new business process to ensure the team member followed the new business process. 

When do we need to review these?

They should be reviewed before the Agency Planning Day meeting

Why do we do the secret shopper calls?

We aren’t as interested in testing the person as we are in testing the general sales process. Many insurance agencies do not have a solid trackable sales process, so we want to understand the customer experience. 

How do I get the calls to review?

Nicole Vadnais will send you a link to the Google Drive Folder via email. 

 

Strategy To Review Secret Shopper Calls

  • Start by reviewing the overview
    • Read the responses
    • Take notes below on the areas you feel need the most improvement
  • Select caller to review
    • Read the entire survey first, start to finish
    • Re-read the survey and take notes in the area below 
    • Open your management system. Did the agent follow your new business process?
    • Review the quotes provided. Was the caller quoted to your agency standards?
    • Review the communication with agents. Were they professional and up to your standards?
    • Watch the secret shopper caller video
    • Make any final notes
    • Repeat this with each caller 
  • Identify the top three takeaways on your current sales process

 

Secret Shopper Call Review Sheet

 

Overview of All Secret Shopper Calls Notes:

 

 

Review: _______________________________

  • Management System Process _____________________________
  • Quoted to Agency Standards_____________________________
  • Communication To Clients_______________________________

General Notes on Experience:





Review: _______________________________

  • Management System Process _____________________________
  • Quoted to Agency Standards______________________________
  • Communication To Clients_______________________________

General Notes on Experience:





Review: _______________________________

 

  • Management System Process _____________________________
  • Quoted to Agency Standards______________________________
  • Communication To Clients_______________________________

General Notes on Experience:





Review: _______________________________

 

  • Management System Process _____________________________
  • Quoted to Agency Standards______________________________
  • Communication To Clients_______________________________

General Notes on Experience:



 

Review: _______________________________

  • Management System Process _____________________________
  • Quoted to Agency Standards______________________________
  • Communication To Clients_______________________________

General Notes on Experience: