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19 April 2017
Insights gained from Mystery Shopping exercises can be critical for regulators and supervisors charged with overseeing DFS markets.
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English (24 pages)
27 October 2015
This Technical Guide is designed to enable policy makers with jurisdiction over market conduct issues, consumer protection organizations, and development agencies to conduct mystery shopping exercises.
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English (108 pages) | Japanese (102 pages)
26 June 2014
This Focus Note presents emerging evidence on behavioral biases relevant to financial consumer protection, their consequences, and how market conduct regulation and other measures might best reduce abuse and produce better services for consumers.
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English (24 pages) | Spanish (24 pages) | French (24 pages) | Chinese (24 pages) | Russian (24 pages)
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iBook (418.47 KB) | Kindle (1.1 MB)
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