Season 5: Episode 3 – Driving Compliance At The Frontline

Customer Perspective: An Ipsos Podcast

The goal of regulators around the world is to ensure that the markets they regulate are functioning well, that the companies they oversee abide by the law, and that consumers do not suffer the consequences of malpractice. It is mandatory for compliance teams to ensure their organisations comply with regulatory requirements – and prove it. If organisations do not perform in line with regulatory expectations, and consumers suffer as a result, the commercial impact can be significant. The scale of regulator fines and consumer claims over the past decade is testament to the fact that too many organisations have failed.

This week, we are joined by Ipsos’ Andy Firth, Head of Analytics and Insight in our UK Channel Performance team, mystery shopping expert, and author of our recently published Driving compliance at the frontline paper. Andy talks about the ways to mitigate such risk, and the tools to measure and drive compliance, including Mystery Shopping, a key methodology in the toolkit.

This podcast is recommended listening for any organisation – regulators and the regulated – interested in ensuring that frontline staff are adhering to regulatory standards and treating customers fairly.

Head here to read the paper. Find out more about our latest Ipsos CX and Channel Performance thinking.