Mystery Audits Across 120 Cities Strengthen Remittance Partner Oversight

Research

11

Countries audited

120

Cities covered

133

Mystery audits completed

Client Overview

A US-based digital remittance and money transfer platform providing cross-border payment services across 150+ countries, with approximately 2,000 employees.

The Challenge

Limited Visibility Into Partner-Level Service Delivery

The client needed to assess customer experience across partner payout locations, validate partner compliance, service quality and operational standards, identify transaction-process gaps, and generate transaction-level insights through mystery shopping exercises.

Sutherland Solution

A Standardized Global Audit Programme

Delivered a large-scale mystery audit program to evaluate partner performance, customer experience, and transaction execution across multiple global markets through field audits and transaction testing.

The Outcome

Actionable Visibility Across the Payout Network

Sutherland completed 133 mystery transactions across 120 cities in 11 countries, creating a consistent view of partner service quality, compliance adherence and transaction execution. The findings gave the client transaction-level evidence to identify operational gaps, prioritize partner interventions and strengthen the customer experience across its payout network.

11

Countries audited across global remittance markets

120

Cities covered through partner mystery audits

133

Completed mystery audit transactions
Capabilities

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