Case Study Online and Offline Mystery Shops Perfect Search Engine Algorithm Background and Client Objectives A top global search engine created a fintech service that used proprietary algorithms to pair would-be borrowers with lenders advertising on their platform. After providing income and demographic information, borrowers would see a custom ranking of lenders based on the Annual Percentage Rate (APR) and borrower fees they would charge. They could then connect to the lender via click-to-call. The company, however, needed to ensure that the APR and borrower fees the lenders provided did indeed match the rate they quoted borrowers on the call. They further wanted to integrate a quality scoring system into their rankings, one that considered wait times, response rates,

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