Mystery shopping - EN

Speaker : Antonnella Argalia - PWC

Location : PWC Luxembourg - Crystal Park Building - 2, rue Gerhard Mercator L-2182 Luxembourg

(the session can also be followed by videoconference )

Points covered:

Regulatory aspects of mystery shopping :

• What is mystery shopping?
• EIOPA's approach - Aims and objectives
• Understanding the objectives of mystery shopping in insurance
• How mystery shopping improves insurance distribution - Mystery shopping methodology
• Planning and implementation
• Preparation
• Execution
• Analysis and reporting

Mystery shopping as a business opportunity:

Mystery shopping as a tool to improve your role as an intermediary

• Understand your competitors better
• Ensure that you offer the most suitable product to your customers
• Ensure that regulatory best practice is aligned within a given market

Host or Publisher APCAL