"Mystery shopping" is one type of behavioral research technique that can be used to determine how well consumer protection policies are working for every day people. In Mexico, a mystery shopping exercise completed by The World Bank, CGAP, and CONDUSEF highlighted significant gaps between what is required by law and what is happening on the ground.
Related Resources
This Technical Guide is designed to enable policy makers with jurisdiction over market conduct issues, consumer protection organizations, and development agencies to conduct mystery shopping exercises.
This Focus Note presents emerging evidence on behavioral biases relevant to financial consumer protection, their consequences, and how market conduct regulation and other measures might best reduce abuse and produce better services for consumers.