Journal of
Italian
Banking
Association

year 100
 

Archive » October 2024 » Mystery shopping, new regulation and Supervision

Mystery shopping, new regulation and Supervision

Teresa Broggiato
October 2024 - n. 10
Keywords: Mistery shopping, vigilanza, normativa
Jel codes: L10, M31, G20, K10

Following the regulatory changes implemented by the European legislator, a significant evolution of mystery shopping is emerging. Its function is no longer limited to the verification of the customer experience by companies and consumer associations, to become a specific investigation tool that must be provided by the various sectoral authorities (and not only). In declining the conduct of mystery shopping, it is important that the individual Authorities establish well-defined procedures that provide for verification methods by the companies targeted by the investigation, with the aim of safeguarding their right of defense and ensuring compliance with the adversarial procedure.

Interested in this paper?
Buy the issue