Leeds Building Society


“We now know target areas for the network, regions and individual branches. This information is available through reporting tools, but this level of detail and explanation is invaluable. It will be instrumental in our future strategy.”

Leeds Customer Experience Manager, Leeds Building Society


As a proud mutual there are no shareholders in Leeds Building Society which means the entire focus of the society is for the benefit of the members. Leeds Building Society provide savings, mortgages, life planning and insurance products and has 61 branches throughout the country.

The Proposal

Keen to understand the performance of branch staff and how well they engage new members, we were requested to conduct a monthly programme of savings product enquiries. The surveys and scenarios were designed with both a mixture of compliance and service related questions on which the staff within the branch network were mystery shopped.

The Results

The results from the savings product enquiries are audio recorded so that the survey responses and evidence gathered could be reviewed in context with one another. Gathering media rich evidence is key in measuring financial sales processes. The information gathered provides a robust level of second line defence checking to help measure adherence to regulatory standards set by the Financial Conduct Authority.

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