Veronica Boxberg Karlsson

Úvod O mystery shoppingu bolo napísany´ch mnoho kníh a clánkov, hlavne prírucky a manuály pre mystery shopperov a clánky v anglicky´ch a americky´ch financny´ch novinách. Toto je prvá kniha napísaná pre zamestnancov, ktorí majú byt hodnotení mystery shoppermi. Jej hlavny´m úcelom je vysvetlit, ako môžu zamestnanci profitovat z hodnotenia nezávislou tretou stranou a ako im to môže pomôct byt úspešny´mi a zlepšovat sa vo svojej práci. Zástupcovia zamestnancov získajú hlbšie pochopenie: 1. úcelu mystery shoppingu; 2. toho, že mystery shopping predstavuje omnoho väcšiu príležitost ako hrozbu; 3. toho, ako by mal program mystery shoppingu fungovat, aby sa dosiahol optimálny úcinok; 4. toho, preco musí mystery shopping robit externá firma namiesto interny´ch pracovníkov; 5. toho, ako môže program mystery shopping prispiet k tomu, aby zamestnanci organizácie alebo jej clenovia dostali lepšiu spätnú väzbu, lepšie zaškolenie, individuálny rast, bezpecnejšie pracovisko a lepších manažérov; 6. toho, že každá organizácia, dokonca obchodná spolocnost, môže profitovat z mystery shoppingu. Kniha je vhodná aj pre kontrolórov a konatelov, ktorí plánujú zacat s mystery shoppingom vo svojom biznise, alebo chcú zlepšit existujúci program mystery shoppingu. The employee´s guide to Mystery Shopping_slovakisk.indd 5 2018-04-30 10:07:39 6 Dokonca novinári, študenti a zákazníci, ktorí si precítajú túto knihu, si uvedomia, že mystery shopping vôbec nie je záhadny´. S globálnymi programami mystery shoppingu pracujeme už od roku 1995 a videli sme, ako sa firmy zlepšili po použití správnej metódy mystery shoppingu. Kedže najlepšie poznáme spolocnost Better Business World Wide, väcšina príkladov v tejto knihe pochádza z tejto firmy. Pretože neustále pracujeme na vylepšovaní, radi by sme vedeli, co by sa mohlo zlepšit v nasledujúcom vydaní tejto knihy; vaše názory a komentáre sú velmi vítané.

Uvod O skrivnostnih nakupih je bilo napisanih že mnogo knjig in clankov, med katerimi prevladujejo prirocniki in navodila za skrivnostne kupce, ki se pojavljajo predvsem v angleških in ameriških financnih publikacijah. Pred vami pa je prva knjiga, ki je napisana za zaposlene, ki jih skrivnostni kupci ocenjujejo. Glavni namen te knjige je pojasniti, kakšne koristi zaposlenim prinese ocenjevanje neodvisnega zunanjega ocenjevalca, kako jim bo ocenjevanje skrivnostnih kupcev pomagalo pri doseganju uspehov in kako bo pripomoglo k njihovemu razvoju na delovnem mestu. Predstavniki zaposlenih bodo tako pridobili boljše razumevanje sledecih tock: 1. kaj je namen skrivnostnih nakupov; 2. skrivnostni nakup za zaposlenega ne predstavlja grožnje, temvec priložnost; 3. kako bi za doseganje optimalnega ucinka moral potekati program izvedbe skrivnostnega nakupa; 4. zakaj mora skrivnostni nakup vedno opravljati zunanji izvajalec in ne zaposleni v podjetju; 5. kako izvajanje programa skrivnostnih nakupov pripomore k ucinkovitejšemu prejemanju povratnih informacij, izboljšanju treninga zaposlenih, boljšemu individualnemu razvoju zaposlenih, varnejšemu delovnemu okolju in tudi k boljšemu vodenju v podjetju; 6. da izvajanje skrivnostnih nakupov koristi cisto vsaki organizaciji – tudi, ce gre za razlicna združenja. Ta knjiga je primerna tudi za nadzorni in vodstveni kader, ki v svojem podjetju nacrtuje uporabo skrivnostnih nakupov ali razvoj že obstojecega programa skrivnostnih nakupov. Novinarji, študenti in potrošniki, ki berete to knjigo, boste ravno tako hitro doumeli, da skrivnostni nakupi niso prav nic skrivnostni! S svetovno uveljavljenimi programi skrivnostnih nakupov sodelujeva že od leta 1995 dalje in v tem casu sva na lastne oci videli, kako so podjetja s pravilno implementacijo metod stroke izboljšala svoje rezultate. Ker je podjetje Better Business World Wide tisto, ki ga poznava najbolje, vecina primerov v pricujoci knjigi izhaja ravno iz njihove prakse. Ker tudi sami stremiva k stalnim izboljšavam, bi z veseljem izvedeli, kaj bi se dalo še dodatno izboljšati v naslednji izdaji te knjige. Vsa vaša mnenja in opombe zato zelo ceniva.

Úvod O mystery shoppingu byl napsán znacný pocet knih a clánku, predevším prírucky a manuály pro mystery shoppery a clánky v anglických a amerických financních periodikách. Toto je první kniha napsaná pro zamestnance, kterí mají být hodnoceni mystery shoppery. Cílem této knihy je predevším vysvetlit, jaký mohou mít zamestnanci užitek z hodnocení nezávislou tretí stranou a jak jim muže pomoci k tomu, aby byli úspešní a ve své práci se rozvíjeli. Zamestnanci získají hlubší znalosti o tom: 1. co je úcelem mystery shoppingu, 2. že mystery shopping je mnohem vetší príležitostí než hrozbou, 3. jak by mel mystery shopping program fungovat, aby dosáhl optimálního efektu, 4. proc musí mystery shopping provádet externí firma místo interního personálu, 5. jak muže mystery shopping program prispet k tomu, aby zamestnanci nebo clenové organizace mohli získat lepší zpetnou vazbu, lepší školení, individuální rozvoj, bezpecnejší pracovní prostredí a lepší manažery, 6. že každá organizace, dokonce i obchodní spolecnost, muže mít užitek z mystery shoppingu. Kniha je také vhodná pro vedoucí pracovníky a manažery, kterí chtejí zacít používat mystery shopping v jejich podnikání nebo rozvíjet stávající mystery shopping program. Dokonce i novinári, studenti a zákazníci, kterí si knihu prectou, si uvedomí, že mystery shopping vubec není tajemný! Globálními mystery shopping programy se zabýváme od roku 1995, a máme tak možnost sledovat, jak se mnoho firem díky správne využívanému mystery shoppingu zlepšuje. Vzhledem k tomu, že Better Business World Wide je spolecnost, o níž toho víme nejvíce, vetšina príkladu v této knize pochází práve z této firmy. Snažíme se neustále zlepšovat, proto bychom rádi vedeli, co se dá zlepšit v príštím vydání této knihy. Vašich názoru a pripomínek si velmi ceníme.

En bok för säljledare om sju steg till mera sälj, glädje och värde.

Vi har skrivit den här boken tillsammans eftersom vi brinner för värdskap och utveckling av medarbetare. Vi är övertygade om att gott värdskap leder till mer försäljning, som i sin tur leder till arbetsglädje, som i sin tur leder till merförsäljning och bättre lönsamhet i verksamheten. Boken inleds med våra tankar om försäljning och hur vi har präglats av människor och händelser i vår ungdom, till vår inställning till försäljning och värdskap. Veronica berättar om starka kvinnor som inspirerat henne och beskriver mängder av möjligheter till merförsäljning. Jan berättar om sina erfarenheter från världens bästa jobb, att sälja är vackert, och hur mycket effektivare försäljningen blir när du prioriterar värdskapet i gästmötet. Sju steg till framgång, kundens och säljares roll presenteras lite mer i detalj, liksom de säljhinder som kan förekomma. Avslutningsvis beskriver Jan hur mycket bättre vi kan hantera gästmöten under våra turkosa dagar. Vårt mål med boken är att inspirera dig som säljare att se sambandet mellan värdskap och försäljning, så att du vågar och vill arbeta mera effektivt med försäljning. Det är vad den här boken handlar om. Du kommer att upptäcka hur alla i en framgångsrik verksamhet ”säljer” något och vilken glädje, mening och värde det skapar för oss som medarbetare, vår verksamhet och för våra gäster, de vi finns till för.

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! 6 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. Since we also work with continuous improvement, we would like to know what can be improved in the next edition of this book, so your opinions and comments are highly appreciated. Veronica Boxberg Karlsson [email protected] Lina Thomasdotter Schölin [email protected] We do hope you find the book useful to read!

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! 6 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. Since we also work with continuous improvement, we would like to know what can be improved in the next edition of this book, so your opinions and comments are highly appreciated. Veronica Boxberg Karlsson [email protected] Lina Thomasdotter Schölin [email protected] We do hope you find the book useful to read!

Einleitung Es existieren bereits viele Bücher über Mystery Shopping, die für Mystery Shopperinnen geschrieben worden sind. Das Ihnen vorliegende Buch ist die zweite Auflage des ersten Buches, das sich an Mitarbeiterinnen richtet, die von Mystery Shopperinnen bewertet werden sollen. Das Ziel dieses Buches ist vor allem zu erklären, wie Mitarbeiterinnen davon Nutzen ziehen können, von einem unabhängigen Dritten bewertet zu werden und wie dies ihnen helfen kann, in ihrer Arbeit erfolgreicher zu werden. Angestelltenvertreterinnen können ein tieferes Verständnis dafür entwickeln: 1. Welchen Sinn das Mystery Shopping hat. 2. Dass Mystery Shopping eher eine große Möglichkeit als eine Bedrohung darstellt. 2. Wie Mystery Shopping-Programme durchgeführt werden sollten, um optimalen Effekt zu gewähren. 5. Wie Mystery Shopping - Programme dazu beitragen können, dass Mitarbeiterinnen besseres Feedback, Coaching, eine bessere persönliche Weiterentwicklung, einen verlässlicheren Arbeitsplatz und eine bessre Arbeitsleitung bekommen können. 6. Dass Mystery Shopping für alle Unternehmen, sogar gewerkschaftliche, von Nutzen sein kann. Das Buch eignet sich auch für Vorgesetzte und Unternehmens-führungen, die planen, Mystery Shopping aufzunehmen oder ihr bestehendes Mystery Shopping - Programm zu verbessern. Ebenso Journalisten, Studenten und Konsumenten, die dieses Buch lesen, kommen zu dem Schluss, dass Mystery Shopping doch nichts so Mystisches ist! Wir, die dieses Buch geschrieben haben, arbeiten seit 1995 8 mit Mystery Shopping - Programmen und haben gesehen, wie Unternehmen sich, Dank der korrekten Benutzung dieser Methode, weiterentwickelt haben. Da Better Business Worldwide das Unternehmen ist, das wir am besten kennen, haben wir die meisten unserer Beispiele von dort geholt. Da auch wir mit kontinuierlichen Verbesserungen arbeiten, wollen wir gerne wissen, wie wir die nächste Auflage dieses Buches weiter verbessern können. Nehmen Sie gerne Kontakt mit uns bezüglich Ihrer Fragen und Vorschläge auf. Veronica Boxberg Karlsson [email protected] Lina Thomasdotter Schölin [email protected] Wir hoffen, dass Ihnen dieses Buch gefallen wird!

This book is a result of my experience as a mystery shopping provider as, a mystery shopping user and a mystery shopper. Mystery shopping is without a doubt hard work. But if I could chose to work in any industry in the world, I would chose mystery shopping. It is so great to realize that employees become more motivated and companies really improve their sales, service level and bottom line results. Only by using mystery shopping, businesses have the chance to see what is really going on in the interaction with their customers – in The Moment of Truth. I love this industry! I want to thank our mystery shoppers, colleagues, and clients for being my source of inspiration. I also want to thank my fellow colleagues from MSPA for helping me gather facts and for sharing their invaluable experience with me. I especially thank my family for always supporting me. Now I will again have some more time to shop and play golf. Veronica Boxberg Karlsson

Under våra år på ledande befattningar inom servicebranschen så har vi insett att nyckeln till ett framgångsrikt och lönsamt företag är att alla medarbetare vill ge suverän service. Men ack så svårt det kan vara att nå dit! De kritiska framgångsfaktorer vi anser krävs i alla företag som vill bli framgångsrika är: 1, En engagerad ledare som kan inspirera medarbetarna 2, Ledaren måste få alla att vilja företagets bästa. 3, Ledaren måste få alla att förstå sitt eget ansvar för helheten. I boken beskriver vi hur man kan nå dit och vilka verktyg man kan använda för att kartlägga, analysera och vidta rätt förbättringsåtgärder. Genom att kontinuerligt använda denna typ av verktyg, kan ledaren skapa samhörighet, samarbete och engagemang i företaget och förbättra såväl service som kvalitet och lönsamhet.

Sul Mystery Shopping è stato scritto un numero considerevole di libri e articoli: principalmente manuali, guide per Mystery Shopper e articoli pubblicati sui giornali finanziari inglesi e americani. Questo è il primo libro scritto per i dipendenti che devono essere valutati dal Mystery Shopper. Lo scopo di questo libro è soprattutto spiegare come i dipendenti possano trarre vantaggi dalla valutazione di una terza parte oggettiva, e come questo possa aiutarli ad avere successo e crescere nel proprio lavoro. I rappresentanti dei dipendenti potranno approfondire la conoscenza di più aspetti: 1. Lo scopo del Mystery Shopping; 2. Il fatto che il Mystery Shopping sia più un’opportunità che una minaccia; 3. Come dovrebbe svolgersi il programma di Mystery Shopping affinché raggiunga un’efficacia ottimale; 4. Perché il Mystery Shopping debba essere fatto da un’azienda esterna e non dallo staff interno; 5. Come possa contribuire il programma di Mystery Shopping in modo tale che i dipendenti o i membri delle organizzazioni possano avere un feedback migliore, una formazione migliore, una crescita individuale, un posto di lavoro più sicuro e dirigenti migliori; 6. Il fatto che ogni organizzazione, anche le organizzazioni di categoria, possano trarre vantaggio dall’utilizzo del Mystery Shopping. Il libro è adatto anche a responsabili e dirigenti che abbiano intenzione di iniziare ad utilizzare il Mystery Shopping nella loro attività o di sviluppare un programma di Mystery Shopping già esistente. 8 Anche i giornalisti, gli studenti ed i consumatori che leggeranno il libro si renderanno conto che il Mystery Shopping non è affatto misterioso! Dal 1995 lavoriamo con i programmi globali di Mystery Shopping constatando come le aziende siano migliorate utilizzando il metodo del Mystery Shopping in modo corretto. Dal momento che “Better Business World Wide” è la società che conosciamo meglio, la maggior parte degli esempi di questo libro proverranno da esperienze vissute con Better Business. In ultimo, poiché siamo abituati a lavorare inseguendo un continuo miglioramento, ci piacerebbe sapere cosa può essere migliorato nella prossima edizione di questo libro: le vostre opinioni e i vostri commenti saranno quindi sono molto apprezzati. Veronica Boxberg Karlsson [email protected] Lina Thomasdotter Schölin [email protected] Ci auguriamo che troviate la lettura di questo libro molto interessante!

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! 6 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. Since we also work with continuous improvement, we would like to know what can be improved in the next edition of this book, so your opinions and comments are highly appreciated. Veronica Boxberg Karlsson [email protected] Lina Thomasdotter Schölin [email protected] We do hope you find the book useful to read!

Un nombre considérable de livres et d’articles ont été écrits sur le Mystery Shopping, principalement des manuels pour les clients mystères ainsi que des articles dans des journaux financiers anglais et américains. C’est le premier livre écrit pour les employés qui vont être évalués par des clients mystères. Ce livre a essentiellement pour objectif d’expliquer comment les membres du personnel peuvent bénéficier de l’évaluation faite par une tierce personne et de quelle façon cela peut les aider à réussir et à améliorer leurs prestations. Les membres du personnel obtiendront une meilleure compréhension quant aux points suivants: 1. Le but du Mystery Shopping. 2. Le Mystery Shopping représente bien plus une opportunité qu’une menace. 3. Comment le programme ‘Mystery Shopping’ devra fonctionner pour atteindre un effet optimal? 4. Pourquoi les visites mystères doivent être réalisées par une entreprise externe et non par le personnel interne à l’entreprise? 5. Comment un programme de Mystery Shopping peut-il apporter sa contribution de sorte que les employés et membres du personnel reçoivent un meilleur feedback, un meilleur coaching, se voient offrir un développement individuel, un emploi plus stable et des managers plus performants. 6. Que toute organisation, même une organisation commerciale, peut tirer des profits de l’utilisation des visites mystères. Le livre est également adapté aux responsables et cadres qui envisagent l’utilisation de visites mystères dans leurs activités qu’à ceux qui souhaitent développer un programme de visites mystères existants. 8 Mêmes les journalistes, les étudiants et les consommateurs qui lisent ce livre réaliseront que les visites mystères ne sont pas si mystérieuses que cela! Depuis 1995, nous avons travaillé avec des programmes globaux de visites mystères mondiaux depuis 1995 et avons constaté comment des sociétés se sont améliorées en utilisant correctement les méthodes des visites mystères. Depuis que Better Business World Wide est la société que nous connaissons le mieux, la majorité des exemples de ce livre proviennent de Better Business. Etant donné que nous travaillons aussi avec un souci d’amélioration continue, nous aimerions connaître ce qui peut être amélioré dans la prochaine édition de ce livre, donc vos opinions et commentaires sont fortement appréciés. Veronica Boxberg Karlsson [email protected] Lina Thomasdotter Schölin [email protected] Nous espérons que vous trouverez la lecture de ce livre très utile!

Boken förklarar mystery shoppingmetoden i detalj, samt hur medarbetare kan ha nytta av att mystery shoppingmetoden används i deras företag. Boken illustrerar hur mystery shopping kan användas i alla branscher, myter och fallgropar samt hur framgångsrika mystery shoppingprogram skall utformas och utvecklas för att gynna såväl företag, kunder och medarbetare. Mystery shopping kan bidra till bättre service, kvalitet, ledarskap och lönsamhet i företaget. Boken beskriver också mystery shoppingbranschens etiska regler och standards. Boken är skriven av två av branschens veteraner, Veronica Boxberg Karlsson (grundare av MSPA Europe) och Lina Schölin (vice VD i Better Business World Wide) med syftet att underlätta förståelsen för mystery shoppingmetoden bland medarbetare som blir utvärderade av mystery shoppers och för att säkerställa att konceptet används på rätt sätt. Genom en korrekt användning av mystery shoppingmetoden får arbetsledare ett verktyg för att kunna ge objektiv och strukturerad feedback till sina medarbetare så att medarbetarna kan utvecklas i sitt arbete.

Um número considerável de livros e artigos têm sido escritos sobre o tema “Serviço Cliente Mistério”, principalmente manuais para clientes mistério e artigos em inglês, em jornais económicos americanos. Este é o primeiro livro escrito para os profissionais de atendimento e vendas cujo atendimento está a ser avaliado por clientes mistério. O objectivo deste livro é, principalmente, explicar como os profissionais de atendimento e venda podem beneficiar ao terem o seu atendimento avaliado por terceiros, independentes, e como essa avaliação pode ajudá-los a desenvolver e serem bemsucedidos no seu trabalho. Os profissionais de atendimento e vendas irão obter uma compreensão mais profunda sobre: 1. O objectivo da existência do serviço cliente mistério. 2. Que o serviço cliente mistério é muito mais uma oportunidade do que uma ameaça. 3. Como um programa de cliente mistério deve estar organizado, para produzir óptimos resultados. 4. Por que razão o programa cliente mistério deve ser feito por uma empresa externa em vez de uma equipa interna. 5. De que forma o programa cliente mistério pode contribuir para que os profissionais das organizações possam ter um melhor feedback, melhor coaching, desenvolvimento individual, um local de trabalho mais seguro e melhores gestores. 6. Que todas as organizações, mesmo as associações comerciais, podem beneficiar se usarem um programa cliente mistério. O livro é também adequado para os supervisores e executivos que planeiam começar a usar o serviço cliente mistério nos seus negócios ou em desenvolver um programa já existente. Até mesmo jornalistas, estudantes e os consumidores que 6 lerem o livro vão perceber que o cliente mistério não é de todo, misterioso! Temos trabalhado com programas cliente mistério a nível global desde 1995 e acompanhamos como as empresas têm melhorado, utilizando o método de cliente mistério correctamente. Como a Better Business World Wide é a empresa que conhecemos melhor, a maioria dos exemplos neste livro provêm desta. Uma vez que trabalhamos também com o objectivo de melhoria contínua, gostaríamos de saber o que pode ser melhorado na próxima edição deste livro, por isso as opiniões e observações dos leitores são muito apreciadas. Veronica Boxberg Karlsson [email protected] Lina Thomasdotter Schölin [email protected] Esperamos que considere ser útil ler este livro!

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.

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.

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! 6 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. Since we also work with continuous improvement, we would like to know what can be improved in the next edition of this book, so your opinions and comments are highly appreciated. Veronica Boxberg Karlsson [email protected] Lina Thomasdotter Schölin [email protected] We do hope you find the book useful to read!

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! 6 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. Since we also work with continuous improvement, we would like to know what can be improved in the next edition of this book, so your opinions and comments are highly appreciated. Veronica Boxberg Karlsson [email protected] Lina Thomasdotter Schölin [email protected] We do hope you find the book useful to read!

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. The book about mystery shopping for employees is available in 20 languages