Mystery Shopping
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Mystery Shopping is the practice of using trained shoppers to anonymously evaluate customer service, operations, employee integrity,
merchandising, and product quality. It goes by many names: Secret Shopping, Mystery Customers, Spotters, Anonymous Audits, Virtual Customers,
Employee Evaluations, Performance Audits, and Telephone Checks.
About the MSPA:
The MSPA is the largest professional trade association dedicated to improving service quality using anonymous resources. With over 150 member
companies worldwide, our diverse membership includes marketing research and merchandising companies, private investigation firms, training
organizations and companies that specialize in providing mystery shopping services. Our member companies work with their clients to establish
mechanisms to measure and improve levels of service.
Mystery shopping programs are valuable because...
Most customers who have unsatisfactory experiences will not complain...they will just never come back.
Dissatisfied customers are likely to tell many others about their experience, who in turn probably will avoid doing business with the offending merchant.
The use of mystery shopping to provide independent and impartial feedback reduces any perception of favoritism in incentive programs.
Mystery shopping helps determine whether customers' actual experiences are as intended.
Shopping programs can identify areas of training which need improvement and can identify areas of training that are working particularly well.
To learn more about becoming a certified mystery shopper (not required but requested by many compies), please visit the
MSPA Website. You will find many of the mystery shopper
companies listed on the following pages. Please use the navigation at the top to browse.
Website Copyright Nikki Burke 2005
Website created by Angeles Graphics & Design
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