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Article no: 8

The Book about Mystery Shopping for Employees

A tool for developing the whole company

A considerable number of books and articles have been written about mystery shopping, primarily handbooks and manuals for mystery shoppers and articles in English and American financial newspapers. This is the first book written for employees who are to be evaluated by mystery shoppers. The purpose of this book is primarily to explain how employees can benefit from being evaluated by an independent third party, and how it can help them to be successful and develop in their work.

Employee representatives will get a deeper understanding of:
1) The purpose of mystery shopping
2) That mystery shopping is a much bigger opportunity than a threat
3) How the mystery shopping program should work to achieve optimal effect
4) Why mystery shopping must be done by an external company instead of internal staff
5) How the mystery shopping program can contribute so that the organizations’ employees or members can get better feedback,  better coaching, individual development, a safer workplace, and better managers
6) That every organization, even trade organizations, can benefit from using mystery shopping.

The book is also suitable for supervisors and executives who plan to start to use mystery shopping in their business or to develop an existing mystery shopping program.

Even journalists, students, and consumers who read the book will realize that mystery shopping is not mysterious at all!

We have worked with global mystery shopping programs since 1995 and have seen how companies have improved by using the mystery shopping method correctly. Since Better Business World Wide is the company we know best, most of the examples in this book come from Better Business.

Index

1. What is mystery shopping?
2. Why do companies use mystery shopping?
3. Misunderstandings and myths about mystery shopping
4. Different methods of mystery shopping
5. What is the difference between mystery shopping and market research?
6. What is the difference between mystery shopping and integrity shops/shopping?
7. The trade organization MSPA
8. MSPA’s ethical standards and guidelines
9. Advantages for the company, the employee, the union, and for the customer
10. Can mystery shopping be used in any industry?
11. What can be measured?
12. What kind of results do you get from mystery shopping?
13. Why customer service is so important
14. What is good service?
15. Why should employees suggest add-on sales?
16. What does a mystery shopping checklist look like?
17. The information process
18. The requirements of a mystery shopper
19. Who are mystery shoppers?
20. Before the evaluation
21. Performing mystery shopping evaluations
22. What happens after the evaluation?
23. Quality assurance
24. What does a report look like?
25. Identification of individuals
26. Rewards/incentive programs
27. Experience and views of employees who have been evaluated by mystery shoppers
28. Experiences and views of managers
29. Experiences and opinions from union representatives
30. Experiences and points of view from mystery shoppers
31. What does an optimal mystery shopping program look like?
32. The development process
33. Links to more information
34. Continuous improvement

Appendices:
35. Glossary
36. A sample checklist
37. The Smiling Report
38. MSPA ethical guidelines
39. MSPA short version of the guidelines for mystery shopping

The purpose of this book is primarily to explain how companies and

employees can benefit from being evaluated by an independent

third party, and how it can help them to be successful and profitable.

We aim to give a deeper understanding of:

1. The purpose of mystery shopping

2. That mystery shopping is a much bigger opportunity than

a threat

3. How the mystery shopping program should work to achieve

optimal effect

4. Why mystery shopping must be done by an external

company instead of internal staff

5. How the mystery shopping program can contribute so that

the organizations’ employees and members can get better

feedback, better coaching, individual development, a safer

workplace, and better managers

6. That every organization, even trade organizations, can

benefit from using mystery shopping.

Even journalists, students, and consumers who read the book will

realize that mystery shopping is not mysterious at all!

Index

Dedication

Introduction

The method and the industry

1. What is mystery shopping?

2. Why do companies use mystery shopping?

3. Misunderstandings and myths about mystery shopping

4. Different methods of mystery shopping

5. The trade organization MSPA

6. The difference between mystery shopping and market research

7. The difference between mystery shopping and integrity shops/

shopping

8. Ethical standards, and guidelines

9. Legislation for protection of personal data

10. Advantages for the company, the employee, the union, and for

the customer.

To measure - what and why?

11. Can mystery shopping be used in any industry?

12. What can be measured?

13. What kind of results do you get from mystery shopping?

14. What is good service?

15. Why customer service is so important?

16. Why should employees suggest add-on sales?

17. What does a mystery shopping checklist look like?

The process and procedures

18. The information process

19. The requirements of a mystery shopper

20. Who are mystery shoppers?

21. Before the evaluation

22. Performing mystery shopping evaluations

23. What happens after the evaluation?

24. Quality assurance

Reports and rewards

25. What does a report look like?

26. Identification of individuals

27. Rewards/incentive programs

Experiences

28. Experience and views of employees

29. Experiences and views of managers

30. Experiences and opinions from union representatives

31. Experiences and points of view from mystery shoppers

32. The optimal mystery shopping program

33. Continuous Improvements of the mystery shopping-project

34. Return on investment (ROI) from mystery shopping

35. Appendices

1. Glossary

2. The Smiling report

3. MSPA Guidelines for mystery shopping Europe/Africa (table of

content)

4. MSPA All regions - Common Codes of Professional Standards

and Ethical Conduct (table of content)

5. MSPA Europe/Africa Ethics commitment for members

6. MSPA Code for mystery shoppers

7. All our books

8. Links to more information

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