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Mystery Shopping refers to measuring the quality of service, performances and experiences by a customer trained for that beforehand.
Mystery shopping is one of the latest research methods in the corporative world, although its roots date back to the beginning of the last century in the USA when this work was done by secret agents. Mystery shopping is based on scientifically determined principles, which were structured in 1997 with the foundation of “Mystery Shopper Providers Association” (MSPA). The European branch was established in 2001, and we are proud to be its member.
Mystery shopping does not constitute spying, provokations, biased informing. Mystery shopping is a fair and impartial analysis of the store, the purchasing process, the environment and service, according to pre-prepared instructions and abiding by ethical work norms.
Mystery shopping isn’t when a mystery shopper performs assessment in a company they work for or when they work for a competitor. Nor is it when a mystery shopper applies for a job in the company which they previously assessed as a mystery shopper. However, information on what does and what does not constitute mystery shopping will be provided for you in the training.
When the assignment is performed in an appropriate way, our client has a possibility to correct irregularities (if they are perceived) and in that way improve their service or product, with everyone benefiting from it - customers, employees and the client.