Step-by-step Mystery Shop Process
Step 1 – Booking the first appointment
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Call your local NFU Mutual office using the number provided in your email.
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Request a face-to-face home appointment with a Financial Adviser
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Record the call using both devices
If asked how you heard about NFU Mutual, say:
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Personal recommendation
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Knowledge of the local office
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TV advertising
Do not mention Google, online searching or comparison websites.
If offered alternatives:
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Request a home visit
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Only accept Teams if a home meeting is not available
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Do not accept meetings at the local office
Step 2 – Recording contact
After every contact (phone, email or letter):
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Complete the online contact form within 24 hours
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Include your unique reference number
Face-to-face meetings are recorded on separate meeting questionnaires.
Step 3 – First meeting (Fact-find)
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Record the entire meeting using both devices
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Discuss your real financial circumstances and needs
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Adviser may explain advice costs – agree to these
(Costs will be waived unless you proceed with a purchase)
Complete the first meeting questionnaire immediately afterwards.