![]() ![]() How could mystery shopping enhance existing conduct of business supervision?Ĭollecting information from point-of-sale interactions, whether these take place face-to-face or digitally, informs supervisors on consumers’ experience and reinforces their understanding of how fair and transparent selling processes are from a consumer protection standpoint. ![]() ![]() While doing so, they gather detailed information on how providers sell their products or provide services to consumers in order to report ‘live’ observations on consumers’ outcomes in a structured, detailed and systematic manner. ask for information about product features, request for advice, etc.). “Mystery shoppers” perform tasks that any potential customer might carry out (i.e. This may involve physical visits to distributors’ premises and remote activities via digital channels, phone calls or similar methods. Mystery shopping is a technique that involves the use of trained individuals, known as “mystery shoppers”, to experience and measure key phases of a product’s lifecycle by acting as (potential) customers and reporting back the experience. Hence, EIOPA and its members have been taking a gradual approach towards this coordination mandate. In January 2020, EIOPA received a new mandate to coordinate mystery shopping activities. ![]()
0 Comments
Leave a Reply. |