What is Mystery Shopping?

Mystery Shopping is the practice of using shoppers who have been specially briefed to anonymously evaluate customer service, operations, merchandising, product quality, and in special cases, employee integrity.

Mystery Shopping goes by many names:
Secret Shopping
Mystery Customers
Spotters
Anonymous Audits
Virtual Customers
Employee Evaluations
Performance Audits
Telephone Checks

Featured Article

Service Incentives

by Judith Ann Hess
President, Customer Perspectives


“Reward, whether in the coin of the realm or the psyche of the recipient, is critical to a service improvement program.” Ron Zemke, Service America

In our experience, the nature of the reward is not critical. The key is to “catch employees in the act of doing things right” and reward them accordingly. Some ways we have seen include:

• Cumulative bonuses
  
• A call of thanks from the CEO
  
• An article in the bank’s ...more

Upcoming Conference

MSPA 2008 Annual Conference
Trump International Beach Resort, Sunny Isles Beach (Miami Beach), Florida
Sept. 24-28, 2008

The 2008 MSPA Annual Conference will coincide with the Association's 10th anniversary and we plan to make the appropriate "splash" in the Atlantic! A great program has been created..take a look and we'll see you there!

event info...

Recent Press Release

Mystery Shopping Providers Association warns consumers of new twist on old scam (04/08/2008)

Consumers Lured into New Version of Check Scam

DALLAS – April 8, 2008 - The Mystery Shopping Providers Association (MSPA), the largest professional trade association dedicated to improving service quality using anonymous resources, wants to warn consumers of a new version of a check cashing scam.

In the past, the scam used a fake cashier’s check to take thousands of dollars from consumers. Recently, consumers have received what ...more