Page 19 - Risk Management Bulletin Jan- Mar 2021

RMAI BULLETIN JANUARY TO MARCH 2021

relaying product, consumer safety, and General everything and some hidden points may not be
consumer experience and recourse information'! captured in the questionnaire developed for the
same,but mystery shopping remains a great way to
The above provision of information can be tested by provide a reality check to firms and ensure continuity
visiting as an end customer and sometimes through between the variety of channels that customers use
anactual sample purchase. The general consumer to engage with brands. The best way to make mystery
experience and protection indicator is used to check shopping effective in a firm is to include an
omnichannel approach, to cover all parts of the
potential pain areas, such as consumer privacy
customer service mechanism. The technique is an
whether maintained, employee trustworthiness&
effective one to gain insight into the customer needs
knowledge, the comprehensiveness of the employee,
and improve the areas where a company lacks.
and other relevent points while explaining the product
features and making a pitch.
It also helps in checking the employee's morality and
effectiveness. However, a challenge with this
The professional mystery shoppers, further, to identify
technique is maintaining mystery shopper quality and
potential problem areas consider the applicable
integrity. Hence, a professional mystery shopping
regulations or Policies and Procedures adopted by an
expert services provider should be carefully evaluated
organisation and then frame the approach &
before onboarding, not only on cost parameters but
methodology to conduct the mystery shopping. also on the parameters like their modus operandi, their
coverage, their team qualifications , experience and
Concluding Remarks flexibility to adjust to the situation in hand etc for
While discrete mystery shopping may not cover getting the best mystery shopping results. T

RMAI Membership Benefits
We invite membership from Risk Management Professionals, Insurance and Finance Professionals, Insurers,
Bankers, Financial Companies, Intermediaries, Regulatory Bodies, Educational Institutes, Students and Persons
interested to learn and explore the area of Risk Management. By becoming a member you can play an active
role in promotion of Risk Management and enrich your knowledge to get optimum benefit of Risk
Management.
Y Get a Membership Certificate and ID Card.
Y Get quarterly news bulletin of RMAI.
Y Free copy of book Risk Management Principles & Practice worth 475 plus courier charges.
Y Free one year subscription of The Insurance Times magazine.
Y Get access to Online Resources on our Website – Research Reports, Articles, Videos, Case study etc.
Y Exchange news/views on Risk Management through our FORUM.
Y Contribute/share case study on Risk Management.
Y Get access to international developments on Risk Management.
Y Join our certification courses in collaboration with international institutes.
Y Discount on participation in conferences/seminars.
Y Attend online webinars.
Y Participate in research activities.
Y FREE One Year RiskSpotlight Portal Subscription For RMAI Members – RiskSpotlight Portal Gold Service
(Priced at £249 + VAT).
Under corporate membership your company can nominate 3 persons to access the resources of our website.
During the course of membership you can replace any person. For registering as member you can send a
brief profile of the company along with brief profile of nominated members with CV and photograph.

17