CGAP guide to the use of mystery shopping in promoting increased access to and use of financial services
Consultative Group to Assist the Poor technical guide provides information on how to design, execute, and analyze mystery shopping exercises for financial services. Mystery shopping involves sending individuals to places of business to understand consumers' experiences. Guide includes descriptions of the several stages of implementing a mystery shopping program, and of resources such as questionnaires, shopper training materials and sales staff surveys. Can help identify problems in the marketplace, inform regulations, and monitor and supervise market players.
Publisher:
International Organizations
Release date:
Oct 2015
Type:
Consultative, discussion and issues paper
Topics:
Financial inclusion, Conduct, Consumer education and protection
Sectors:
Banking, Insurance
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