CBS enhances banking standards through mystery shopping |16 May 2025

CBS enhances banking standards through mystery shopping

Compiled by Sunny Esparon

In April 2024, a mystery shopper entered a Seychelles bank branch to inquire about a personal loan, endured a 108-minute wait, and received incomplete information from an unidentifiable staff member, revealing significant deficiencies in customer service. This incident, documented in the Central Bank of Seychelles (CBS) 2024 report, ‘Mystery Shopping on Customer Service Delivered by Financial Service Providers’, highlights the urgent need for improved service standards across Seychelles’ financial institutions.

The CBS evaluated eight financial service providers to assess service quality, transparency, and compliance, aiming to enhance customer satisfaction and strengthen the financial sectors contribution to Seychelles economy. The findings and recommendations provide a roadmap for banks to deliver better experiences, fostering trust and supporting economic growth.

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