This paper is recommended reading, by our Mystery Shopping experts, for any organisation – regulators and the regulated – interested in ensuring that frontline staff are adhering to regulatory standards and are treating customers fairly.
In 2020, during the spreading pandemic, online channels became even more important tool for effective communication with the existing or new customers due to the limited access to brick & mortar offices.
Throughout September and October 2020, Ipsos has carried out a Mystery Shopping research, amongst twelve major Car Insurance companies in Switzerland, to evaluate how reactive those companies are when it comes to online leads, submitted through their online webforms.
