Auditing Remittance Service Efficiency Across Partner Banks in Nigeria.
Remitly, is a global digital remittance service that enables fast, secure, and affordable money transfers to recipients worldwide, including Nigeria.
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Remitly wanted to evaluate the efficiency and customer experience of its partner banks in Nigeria. They needed to ensure smooth withdrawal processes, compliance with service standards, and overall customer satisfaction. To achieve this, they required an independent assessment of their partner locations through a structured mystery audit.
We conducted Bank Mystery Audits using Remitly’s preferred methodology, which included:
Coordinating Mystery Shoppers/auditors : To conduct transactions at designated partner locations.
Ensuring Systematic Data Collection: By having auditors withdraw funds and complete a structured questionnaire assessing service quality, transaction speed, staff attitude, and overall experience.
Facilitating Fund Transfers: Through the Remitly app to the auditors.
Collecting Supporting Documentation: Including withdrawal slips and photos of the bank branches for verification.
Analyzing The Findings: Provide insights on bank performance, service gaps, and potential areas for improvement.
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Identified key service inconsistencies across partner locations.
Highlighted opportunities for improving transaction speed and customer service.
Provided data-driven recommendations to enhance Remitly’s banking partnerships in Nigeria.
Strengthened Remitly’s oversight of partner bank performance and compliance.
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“ZACRAC’s mystery audit was a game-changer for us. Their meticulous approach helped us uncover real service experiences at our partner banks, allowing us to improve customer satisfaction. The insights provided were invaluable in optimizing our remittance operations in Nigeria.”
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Remitly.
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