Understand what a prospective customer experiences at your roadshow, from the first approach to the next appointment.
Define the customer journey
Agree the location, permitted approach, representative identification, explanation of purpose and follow-up boundaries. A shopper brief should specify what the shopper may disclose and when an interaction must end.
Observe behaviour in context
Assess whether the representative introduces their firm, explains the purpose of the conversation, respects a refusal and explains the next step clearly. Checks can reflect your approved scripts and applicable policies, with unobservable items marked accordingly.
Turn observations into action
Use an individual interaction record to identify where the approved approach is followed and where coaching may be needed. Review ambiguous evidence with your team before reaching conclusions.
Plan a focused review
Share the venues, target profiles and controls you want to test. We can propose a first-time pilot or ongoing monitoring scope. Visit our financial services page for the MAS prospecting update and assessment boundaries.
Discuss your assessment
Tell us your objectives, locations and preferred deliverables. We will help define a practical scope.