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Anjum Shabbir
22nd July 2021
Banking & Finance

Guide to mystery shopping: European Banking Authority

The European Banking Authority has published a non-mandatory methodological Guide to mystery shopping in the Member States. The term ‘mystery shopping’ is understood as an undercover research approach used by national competent authorities (NCAs), or by the market research companies that they may have hired, to measure the quality of customer service and/or gather information about financial products and services and the conduct of FIs towards consumers.

It has done so pursuant to its mandate to coordinate (and facilitate coordination of) such activities under Article 9(1) of the EBA Founding Regulation, and enhance the ability of NCAs to assess the retail conduct of financial institutions in their jurisdictions.

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