The BCRA, in line with its objective of promoting access to bank services, financial inclusion and use of electronic means of payment, has established regulations that involve innovation in the services offered by financial institutions.
The BCRA monitors the effectiveness of regulations through different reporting systems, analysis of websites or surveys addressed to institutions. In order to enhance its diagnosis, the BCRA will begin to carry out field studies under the mystery shopper method.
These surveys will be carried out by members of the BCRA’s staff by attending financial institutions’ offices or making use of the electronic channels used by financial institutions for onboarding, providing services, or communicating with their customers or the general public.
The goal is to collect information to achieve a better diagnosis. However, this survey is not part of the supervision tasks carried out by the Superintendence of Financial and Foreign Exchange Institutions.
Within the framework of the program, the institutions are informed of the following:
a) The survey will be carried out at the financial institutions’ premises or using the communication tools available for onboarding or communicating with customers.
b) The survey shall be carried out as from October 23, 2017.
c) The tasks to be performed by the “mystery shopper” will consist of making inquiries regarding the financial products offered by the institution, product availability and advice on how to purchase a product.
