Please Don’t Let Them Be Misunderstood!
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Mystery shopping is a convenient tool that is gaining momentum in the finance sector to understand professionals’ behavior in front of clients. It’s becoming common practice for European regulators dealing with consumer protection issues to integrate mystery shopping in their toolkit.
EUKI Project Sustainable Finance and Consumer Protection conducted a mistery shopping campaign in six European countries focusing on the consideration of clients’ sustainability motivations by financial advisors. The results, presented in the report “Please Don’t Let Them Be Misunderstood!”, give an overview of various practices of financial advisors across Europe and challenges the upcoming regulation’s capability to address the most common pitfalls.