The book explains the mystery shopping method in detail and how employees can benefit from that the mystery shopping method is used in their companies. The book illustrates how the mystery shopping method can be used in any industry the myths and pitfalls and how successful mystery shopping programs should be developed and performed to be beneficial for the company the customers and the employees. Mystery shopping can support generating better service quality management and profit in the company. The book is also describing the mystery shopping industry ethical guidelines and standards. The book is written by two of the mystery shopping industry veterans Veronica Boxberg Karlsson (founder of MSPA Europe) and Lina Schölin (vice President at Better Business World Wide) with the purpose to explain the concept for employees who will be evaluated by mystery shoppers and to assure that the concept is used properly. Using the mystery shopping method correctly gives the management a tool for objective and structured feedback enabling employees to develop in their work.
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