Where trust really happens
In the money transfer sector, trust isn’t built through marketing campaigns—it’s earned at the counter. For established providers like Western Union, Ria, and MoneyGram, every face-to-face interaction counts. These moments determine whether a customer returns or looks elsewhere.
Yet many Money Transfer Operators (MTOs) lack clear insight into how service quality is actually experienced across their branches—and whether it lives up to their brand promises.
Bridging the gap between brand promise and reality
ISC-CX’s latest whitepaper explores how targeted CX initiatives—particularly Mystery Shopping and Voice of Customer programs—can close this gap. These tools deliver actionable insights into service shortcomings, boost frontline employee engagement, and help maintain consistent brand perception across multiple locations.
What the whitepaper covers
Key topics include:
• The critical drivers of customer loyalty in money transfer
• How in-branch service influences brand preference
• Real-world case studies demonstrating how service Audits elevate CX standards
For operators managing hundreds or thousands of outlets, these insights are vital—not only to stand out in a competitive market but also to build lasting customer trust.
Data-driven analysis that makes a difference
The whitepaper provides an evidence-based framework for improving customer experience where it matters most: direct, personal contact.
Download the full whitepaper now
Learn how leading MTOs are leveraging CX audits to systematically build trust—one customer interaction at a time.
