Ipsos statement regarding recent press coverage concerning compliance mystery shopping

Ipsos seeks to represent the voices of everyone in society and the diverse experiences of people across the UK, including people with disabilities. The study referenced is an example of compliance mystery shopping where the intention is to objectively assess how staff behave when faced with specific scenarios and whether they follow appropriate training and protocols. This type of research is designed to ensure institutions are better meeting the needs of vulnerable customers and those with accessibility requirements. We do recruit many individuals with lived experiences relevant to the task, but we acknowledge we need greater representation across our panels and would welcome the opportunity to work with participants and charity partners to achieve this.