The result for the best performing firm on each issue is highlighted by the outer dashed line. The chart illustrates that in the best performing firm in all of the shops on that firm, shoppers said ‘yes’ to the question ‘Did the salesperson say that PPI was optional?’. The inner dashed line indicates results for the worst performing firm for each issue. For example, when considering the question ‘Was the customer told whether the shop was made on an advised or non-advised basis?’ in the worst-performing firm, no shoppers were told the basis on which the sale was made. .
