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Mystery Shopping Recordings vs Individual Reports

Choose a deliverable based on how much internal review capacity you have and what decisions the assessment needs to support.

Recordings: review the interaction yourself

A recording allows your team to examine the interaction directly where recording is lawful and agreed. Your reviewers still need time to identify issues, map the evidence to standards and document their conclusions.

Scenario summaries: a concise overview

A scenario summary records the broad context and outcome of an interaction. It can help triage review work but is not the same as a detailed individual report against agreed assessment criteria.

Individual reports: structured analysis

An individual report brings together the scenario, interaction sequence and findings for a specific shopper. It helps reviewers navigate the evidence, while final validation and decisions remain with your organisation.

Match the programme to your workflow

One-off Basic includes 10 shoppers, two profile types and recordings only; Premium includes 10 shoppers, four profile types and individual reports. Monthly Evidence offers two profile types, recordings and scenario summaries; Assurance offers unlimited profile types within the agreed scope and individual reports. Ask us about scope, feasibility and delivery options.

Discuss your assessment

Tell us your objectives, locations and preferred deliverables. We will help define a practical scope.

Compare programmes · View the sample report · Financial services assessments · All industries & guides

Tell us about your programme.

A short brief is enough to begin. Please do not include client names, policy details or confidential documents.

Join the shopper panel.

Register your interest in project-based assignments. Please do not submit NRIC, bank details or personal financial information.
Illustrative reporting approach

A finding your team can act on.

Fictional hotel enquiry. No real business or employee is assessed.

AGREED STANDARD

Before confirming a package, explain the inclusions and any mandatory charges in the operator’s approved offer.

OBSERVATION

The shopper asks for the full cost. The agent describes the room rate but does not explain a mandatory charge listed in the approved offer.

EVIDENCE AND LIMITS

Shopper notes and permitted enquiry materials. Booking records and the agent’s explanation still need review.

SUGGESTED FOLLOW-UP

Validate the facts, refine the rate explanation and brief reservations staff. Use a later enquiry to check the same behaviour.

Individual reports are included in reporting packages. A single interaction is evidence of that experience, not a firm-wide conclusion.

ClearGauge / Sample report

Financial advisory conduct review

Fictional scenario and findings · No real adviser or firm is assessed

MS-007 / Shopping mall roadshow

Shopper: 35-year-old salaried parent, low risk tolerance, seeking access to savings in two years. A long-term regular-premium endowment policy is recommended. The shopper declines to apply; no transaction is executed.

Review status: Two potential concerns for the firm to validate. Risk priorities below are illustrative ClearGauge assessments, not MAS ratings.

01 / Recommendation & suitability

Liquidity needs not addressed in the recommendation

Potential notice compliance concern · High priority
REGULATORY CRITERIA

FAA-N16 paragraph 11 covers client information collection and documentation. Paragraphs 28–31 address needs analysis, suitability—including tenor, risks, fees and liquidity—and explanation and documentation of the recommendation basis.

OBSERVED FACTS

At 14:10, the shopper explains that the savings are needed in two years. The representative asks about monthly income, but does not ask about liabilities, existing policies or regular financial commitments before recommending the long-term policy. The explanation focuses on projected maturity value without addressing the two-year need.

EVIDENCE & LIMITATIONS

E01: notes completed immediately after the visit. E02: policy illustration supplied to the shopper. Internal eKYC/FNA and recommendation records have not been reviewed; absence from the conversation alone does not establish absence from the firm’s records.

POTENTIAL CUSTOMER IMPACT

The customer may commit funds needed earlier or exit with a loss. The observed recommendation rationale does not resolve the stated liquidity constraint.

VALIDATION & FOLLOW-UP

The firm should review the full fact-find, product terms and documented recommendation rationale, obtain the representative’s response, and assess whether a lapse occurred. If confirmed, provide targeted coaching and repeat the scenario after remediation. Proposed owner: practice standards / compliance; target: 10 working days, subject to client agreement.

02 / Roadshow prospecting & sales conduct

Repeated pressure to apply for a promotional gift

Potential guideline / conduct gap · High priority
SUPERVISORY EXPECTATIONS

FSG-G02 Safeguard 5 addresses unreasonable persistence and undue pressure. Safeguard 10 addresses gifts influencing purchase decisions. Safeguard 6 covers upfront representative and firm identity disclosure.

OBSERVED FACTS

After the shopper twice says they want time to consider the recommendation, the representative repeats that an application is needed immediately to secure a promotional gift. The representative introduced their own name and firm upfront; identity disclosure is recorded as observed, separate from the pressure concern.

EVIDENCE & LIMITATIONS

E01: contemporaneous visit notes and sequence of the shopper’s refusals. E03: promotional leaflet. The report does not infer the representative’s remuneration arrangements or whether the promotion had internal approval.

VALIDATION & FOLLOW-UP

Validate the wording, context and promotion terms with the representative and event supervisor. If confirmed, amend the prospecting briefing and promotional script, then conduct a follow-up site visit or mystery shop. Proposed owner: roadshow supervisor / compliance; target: before the next event.

03 / Additional control checks

Recommendation documents

FAA-N16 paragraphs 35–37: recommendation record, client summary and applicable product documents. Internal records require a separately scoped review.

Selected-client safeguards

FAA-N16 paragraphs 10A–10D: classification and trusted-individual arrangements, where applicable. This persona does not test a selected-client scenario.

Transaction checks

FAA-N16 paragraphs 41K onwards and FSG-G02 Safeguard 1: applicable transaction checks and roadshow follow-up. Not assessed: no application or purchase was made.

Roadshow oversight

FSG-G02 Safeguard 2: mystery shopping and site visits. Programme coverage and event records require a separate review; one visit cannot establish firm-wide compliance.

Digital advertising

FSG-03 applies to digital advertising. If an online advertisement generates the lead, its content and customer journey can be included in the agreed scope. Not tested in this walk-in scenario.

How conclusions are reached

Findings distinguish notice requirements, guideline expectations and the firm’s own policy controls. Mark items observed, potential gap, not assessed or not applicable; request corroborating evidence before concluding a breach. No composite score overrides a significant finding.

MAS references used in this sample

Applicable requirements, exemptions and internal standards are confirmed when the programme is scoped. This sample illustrates reporting structure; it does not certify compliance.

Privacy & data use

These forms collect only the details needed to respond to an enquiry or assess interest in our shopper panel.

What we collect

Client enquiries include contact details, organisation and project requirements. Shopper registrations include contact details, age range, languages, general location and availability. Do not send identity documents, account details or confidential customer information.

How we use it

Information is stored for review and used to respond to your request or discuss relevant assignments. Submitting a form does not create a contract or confirm an assignment. Contact information is not displayed publicly.

Control of your information

You may request access, correction, deletion or withdrawal of contact consent through the enquiry form, selecting “Other” and describing your request. Include only the email address used for your original submission.

Before a project begins

Any fieldwork involving further personal data, evidence or recordings requires a separate agreed scope and data-handling arrangements. This form is not a channel for fieldwork evidence.