Answers to some key issues of potential users of mystery shopping studies:

Question: »Is mystery shopping spying on employees?«
Answer: »Mystery Shopping is a tool for measuring the quality of provided services. Employees are informed of the purpose and objectives of the mystery shopping, rather than being given the precise terms of the implementation of the mystery shopping. Mystery shopping achieves the best performance when there is no “mystery”, that is, where there are no secrets, and when employees are involved in all stages of this service. It is important that employees are informed beforehand of what is expected of them and what kind of services they are expected to provide to customers. At that time, the mystery shopping measures an existing quality of the services and serves as a basis for improvement.«

Question: »Does anything affect the results if we inform employees?«
Answer: »It doesn’t. People’s habits don’t change overnight. Ethical MSPA principles specify that employees should be informed in advance.«

Question: »Can the employee be fired on the basis of a poor result of mystery shopping?«
Answer: »Dismissal of employees is an abuse of mystery shopping. The survey should serve only to improve the quality of work implementation.«

Question: »Is it possible to use mystery shopping in respect of the competition?«
Answer: »Of course, by taking into account the ethical principles of MSPA for implementing mystery shopping of the competition, you can parallel use the mystery shopping of the competition. It is important not to retrieve the names of employees of the competition. «

Question: »Is it difficult to evaluate a person?«
Answer: »Mystery shoppers don’t evaluate a person but objectively assess whether something happened or not during the whole sales process.«

Question: »Our company is already sending surveys to customers, why would we need mystery shopping?«
Answer: »Mystery shopping is not a substitute for a survey of customer satisfaction, but an upgrade. A mystery shopper has been prepared in advance as to which phase of the sales process will be focused on. A survey of customer satisfaction, on the other hand, just interviews customers regarding their shopping experience.«

Question: »Why can’t this be done by familiar people, such as relatives or friends? They always tell us when something is not right.«
Answer: »Mystery shopping is not fault-finding. Occasional comments from relatives and acquaintances cannot form an objective basis for making quality business decisions. You also cannot use the opinions of your friends for a serious talk with your employees.«

Question: »Will our outlets be visited by a local mystery shopper or by someone from the capital?«
Answer: »A mystery shopper must satisfy the profile of the typical customer of a particular service, so he/she should be mostly from the local area.«