Mystery shopper reports
Mystery shopper report 2011
The eleventh Mystery Shopper Exercise was completed in early 2011. Forty students visited 310 branches in 61 locations, making this by far the most extensive exercise conducted to date.
Mystery shopper report 2010
It is now ten years since the Banking Ombudsman conducted the first survey of bank branches to determine how well banks were fulfilling their obligation under the Code of Banking Practice to provide information about the complaints process.
Mystery shopper report 2008
This year we conducted our Mystery Shopper Exercise earlier than usual, and included a wider range of small town branches as well as the usual urban branches.
Mystery shopper report 2007
The Banking Ombudsman survey of bank branches – originally a biennial exercise – was made an annual event principally to provide banks with annual opportunities to review their compliance with requirements of the Code of Banking Practice.
Mystery shopper report 2006
The Banking Ombudsman survey of bank branches is now in its sixth year, and this is the third report in three years. The results this year have been generally rather disappointing.