Closing Customer Experience Gaps in Branch Banking

Explore findings from mystery shops of 50+ banks and credit unions

Mystery shopping provides the clearest lens into branch experience gaps, and data shows that financial institutions that leverage these programs achieve 17% greater market share growth over those that don’t. This report shares, through 50+ mystery shops, how to close the most common customer experience gaps and transform routine retail visits into meaningful moments.

Download this report to:

• Explore findings from mystery shops of 50+ banks and credit unions of varying sizes and formats
• Understand the most common customer experience gaps inside the branch and how they impact loyalty and growth
• Learn proven tactics to translate mystery shopping results into training, design, and operational improvements
• See how closing experience gaps drives measurable performance outcomes

Banking customers use branches more than any other channel to get financial advice, resolve issues, and sign up for new products and services. In fact, 82% of consumers across all generations cite branch presence as their chief consideration when selecting a primary bank. A well-choreographed branch visit can reshape the customer experience, positioning the branch as a hub for consultation and connection.

Through Adrenaline’s proprietary mystery shopping program, we conducted more than 50 mystery shops across banks and credit unions of varying sizes, branch formats, and diverse geographies – to determine where branch experiences shine and where they stall. This report synthesizes those findings into a practical guide to align your institution’s branch delivery with rising consumer expectations.

These customized visits evaluate the branch experience from the customer’s point of view – simulating real customer journeys to reveal service gaps, training needs, and operational friction. That information is then translated into actionable insights and tactics, presenting a clear path to bolster customer experience for growth.

Want to identify and overcome the customer experience challenges in your bank or credit union branches? Download the full report and learn how to turn customer experience into a competitive advantage.

Adrenaline is an end-to-end brand experience company serving the financial industry. We move brands and businesses ahead by delivering on every aspect of their experience across digital and physical channels, from strategy through implementation. Our multi-disciplinary team works with leadership to advise on purpose, position, culture, and retail growth strategies. We create brands people love and engage audiences from employees to customers with story-led design and insights-driven marketing; and we design and build transformative brand experiences across branch networks, leading the construction and implementation of physical spaces that drive business advantage and make the brand experience real.