Mystery Shopping for Digital Financial Services: A Toolkit

Categories : Customer and Users of Digital Payments, Humanitarian and digital social payments

Posted: March 9, 2019

Author: CGAP

This toolkit was developed with funding from the Bill & Melinda Gates Foundation, in partnership with CGAP and the International Telecommunication Union’s (ITU) Focus Group on Digital Financial Services (DFS). It is designed to help DFS regulators, providers, research firms, and other stakeholders use mystery shopping to monitor DFS markets. A mystery shopping exercise conducted in Zambia, in partnership with the Zambia Information & Communications Technology Authority (ZICTA)—the national telecommunications regulator—is cited throughout this toolkit for illustration.

This toolkit lays out a step-by-step guide to conducting a DFS mystery shopping study. The main audiences for this paper are regulators and supervisors and the field research firms they hire to carry out the mystery shopping.

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