EIOPA will coordinate the first joint mystery shopping exercise on insurance sales in some EU countries.
In this experiment a so-called “mystery shopper”, i.e. a specially trained employee acting as a potential customer, assesses the customer experience in practice and experiences the key stages of a product’s life cycle, both through actual visits to the distributors’ premises and through digital channels, phone calls or similar methods.
Specifically, mystery shoppers ask for product information to gather details about how intermediaries or retailers sell the insurance products and provide services to consumers. The aim is to report comparable and statistically relevant data on consumer outcomes in a structured, detailed and systematic way.
The experiment will be carried out in 8 Member States, including Italy, and will follow a methodology that adopts common evaluation criteria that have been developed directly by EIOPA.
The results will be available in the first half of the year 2024.