Consumer research for older and disabled people

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Mystery shopping research at Rica

Mystery shopping for older and disabled people

Rica has over 15 years' experience of carrying out mystery shopping to investigate service quality, sales practices and accessibility for older and disabled people.
An effective method for exposing poor sales practice and recognising good customer service.

Why choose Rica for mystery shopping research?

Consumer research panel

Rica's consumer research panel, the RicaWatch panel, is made up of over 700 trained mystery shoppers who come from all age groups and have a range of disabilities. They are briefed to observe and collect information and to record it accurately.

Panel members:

  • are UK-wide
  • can visit local shops, make enquiries by phone or take home visits from salespeople
  • are disabled and older consumers
  • can be credibly matched to specialist services that they visit in ‘real life’
  • are specially recruited, trained and briefed for individual research projects

For every mystery shop, the shopper is given a briefing and an evaluation questionnaire. Both are carefully tailored to the project and client.


Rica runs an annual programme of over 250 mystery shopping inspections for clients.

Much of our mystery shopping research is confidential.

Clients include: Age UK Trading, O2, the Association of Train Operating Companies (ATOC), British Healthcare Trades Association (BHTA) and Motability Operations.

Contact Caroline Jacobs, Rica's Co-Director, to discuss commissioning mystery shopping projects.

Last updated: October 2017

See also: Consumer panels | Usability testing | Research reports | Don't let your disability stop you being a mystery shopper