Secret Shop Your Website to Learn How Many Loans and Deposits You're Losing
Get your Website Optimization Game Plan in less than 30 days to make every website visit count.
Your website is your number one sales channel.
The problem is that 86% of banks and credit unions have never secret-shopped their website.
As a result, they end up with customer journey blind spots that cost them millions in loans and deposits because:
Only 2% of website visitors convert on the first visit.
60% of mortgage customers visit more than one third-party site when shopping for a loan.
84% of banks and credit unions have never mapped out a digital consumer journey.
Do you know how many loans and deposits your website is losing?
Don’t wait to secret shop your website because:
Consumers use an average of 9 different sources of information to help them make a financial purchase decision.
57% of consumers compare shop banking products online to find the most helpful solution for their situation.
Up to 97% of consumers abandon loan applications, and as many as 65%-75% abandon new account applications.
Uncover Your Biggest Customer Journey Blind Spots in Less Than 30 Days
Week 1: You Schedule Your Website Secret Shopping Study
You start this journey by scheduling a kickoff call that unfolds remotely over one hour so that together we can understand your:
- Your past: What you feel has gone well so far with your website.
- Your present: Where you believe things could be even better for your website right now.
- Your future: How you rank and prioritize your website’s future goals for growth along with potential roadblocks standing in the way.
Weeks 2-3: We Facilitate Your Website Secret Shopping Study
Following our in-depth Kickoff Call to understand your unique situation, we facilitate your Website Secret Shopping Study, with:
- Digital real estate evaluation
- Conversion point benchmarking
- Website product positioning analysis
- Competitive benchmarking
- Insights to spot future growth opportunities
Week 4: You Get Your Website Optimization Game Plan
After we complete your Foundational Website Secret Shopping Study, you get your Website Optimization Game Plan that is delivered during a 90-minute remote workshop, which includes:
- Key finding and insights
- Competitor website analysis
- Website conversion benchmarks
- Product positioning optimizations
- Conversion optimizations for quick wins
- Digital shopping journey optimizations
- Optimized website page wireframe
How much is this?
Quickly understand how to eliminate your website's biggest blind spots for $4,995.
How long will it take?
It takes less than 30 days to go from kickoff to getting your Website Optimization Game Plan.
What do I get?
You get a Website Optimization Game Plan shared via a remote 90-minute workshop.
ROI for Consumer-Focused Website Secret Shopping Studies
Your consumer-focused Website Secret Shopping Study will pay for itself after you acquire 2-3 new consumer accounts by applying the insights you gain.
With an estimated average lifetime value for retail accounts ranging between $2,000 - $4,000, how fast you realize and increase your ROI is directly related to how fast you apply the knowledge and insights you gain to stop losing loans and deposits.
1. Forbes 2. Your Data Connect
ROI for Business-Focused Website Secret Shopping Studies
Your business-focused Website Secret Shopping Study will pay for itself after you acquire 1-2 new business accounts by applying the insights you gain.
How long will this take me? With an estimated average annual accounting profit of $3,000 - $4,000 per business3, how fast you realize and increase your ROI is directly related to how fast you apply the knowledge and insights you gain to stop losing loans and deposits.
3. Oliver Wyman
Still have questions?
The simple answer: anytime. Whether you're planning a website overhaul or recently launched a new site, there's always a strategic opportunity to gain valuable insights from a secret shopping initiative.
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Your getting ready to build a new website. This is an ideal time to conduct secret shopping. Think of it as gathering intel before a major battle. By understanding what's currently working on your existing site and what isn't, you can benchmark against competitors and set the right course. Testing pages in beta and applying insights across product lines can ensure that your new website isn't just a pretty face but a functional powerhouse that meets user needs.
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You've just launched a new website. You might think the job is done, especially after spending considerable time and money working with an agency. But now is the perfect moment to take a critical look under the hood. Secret shopping can reveal if the site is functional and user-friendly, going beyond aesthetics. This small investment could lead to tweaks that significantly enhance the user experience without undermining the work you've already done.
Before we begin the website secret shopping study, we'll schedule a kick-off call with you to review the product line and target demographics of your ideal customer. Once the kick-off call is complete, you'll be asked to take 5-10 minutes to complete the Website Product Line Profile to gather data to help us benchmark the study against.
To ensure that your website remains a strong asset for your financial institution, we recommend quarterly studies that guarantee you gain new insights to optimize digital buying journeys every 90 days. That’s because updates allow you to stay ahead of customer expectations and industry trends, ensuring that your website remains an effective tool for gathering loans and deposits along with nurturing account holder relationships.
Good news...you will only need to invest 2-3 hours of your time from start to finish and we'll take care of the rest.
The only risk is not taking action. In today’s digital age, failing to optimize your website means you’re leaving money on the table. Our service aims to mitigate risks by providing you with data-driven insights and actionable steps for improvement.
Each Website Secret Shopping Study focuses on one of your primary product lines at a time so you gain clarity through focused insights that inspire you to take action for quick wins.
That’s actually a perfect time for a Website Secret Shopping Study. Even newly redesigned websites can have gaps or user experience issues that aren’t immediately apparent. It’s better to identify and fix these issues early rather than wait for them to impact your loan and deposit levels.
Absolutely! Our studies can be customized to focus on specific areas within a digital buying journey to ensure you gain new insights so you can continue to optimize your digital shopping experiences. Quarterly Digital Secret Shopping studies can focus on Traffic (ads and emails), Leads (product landing pages, forms, and email nurture campaigns), and Conversions (loan and deposit applications along with onboarding workflows).
You sure can. However, we've found the biggest challenge when it comes to having internal employees secret shop your website is that your employees:
1) Already an internal bias toward your brand.
2) Might not tell the full truth for fear they might upset someone.
3) Work at a financial brand and have perspective prospective account holders do not.
4) There is no defined methodology to frame the secret shopping study.
Yes, they could. However, their bias toward your website and brand might not tell you the full truth about how prospective account holders feel.
That's why our primary focus is to bring objective insights you can use and take action on.
We'll tell you the truth about where you’re losing loans and deposits, even if that means we might hurt your feelings about how pretty you think your website is.
We will not directly apply these recommendations. However, we have options to coach you and your team through Quarterly Strategic Workshops that hold you accountable as you apply the recommendations internally or through your website agency.
The study is designed to be non-intrusive and will not affect your day-to-day operations. Our team will work closely with you to ensure a seamless process. The only impact you'll see is a positive one: a more effective website that converts at a higher rate, ultimately increasing loans and deposits.
A staggering 87% of consumer journeys start online, yet 94% of bank and credit union websites have never undergone any type of secret shopping. Physical branches and online platforms serve different needs and have different pain points. Your website should not be neglected in your secret shopping efforts.
Traditional branches can cost millions to build and maintain, with no guarantee of profitability. On the other hand, optimizing your website can yield significant returns with a fraction of the investment.