Mystery Shopping. The Market Research Society (MRS) defines mystery shopping or ‘mystery customer research’ as: ‘The use of individuals trained to experience and measure any customer service process, by acting as potential customers and in some way reporting back on their experiences in a detailed and objective way.’ Mystery shopping is a long-established research technique and is used extensively in many industry sectors, to measure the quality of service provided. Many large financial services providers use mystery shopping to research their competitors and their own sales staff to improve customer services and to help ensure they are treating customers fairly. The Underwriting Agent may from time to time undertake ‘mystery shopping’ to give us a detailed insight into the way our financial products are sold to customers. These calls may be recorded as this is the most accurate and fair way to record what took place during an exercise. It is an important part of the quality assurance process and gives unambiguous and actionable information which can be used to review our products and overall sales journey.
Appears in 4 contracts
Samples: Terms of Business Agreement, Terms of Business Agreement, Terms of Business Agreement
