Protecting consumers and
We assess our members' compliance with the Code from the customer's perspective, by means of mystery shopping. Our mystery shoppers, carefully selected and briefed by us, inspect one in ten of our members each year. They pose as customers and then provide us with detailed objective feedback on their experiences. In doing this, we comply with good practice set out in the Guidelines on Mystery Customer Research issued by the Market Research Society.
A copy of these Guidelines is available here.