The Mystery Shopper’s Manual

This is one in a series of posts on mystery shopper best practices.

This week we examine five points in the MSPA Code of Professional Standards and Ethics For Mystery Shoppers that address confidentiality. All secret shoppers who achieve MSPA certification commit to uphold this code, and they are standards that all mystery shoppers, whether certified or not, should follow.

Confidentiality is critical–that’s why they call it “secret” shopping–however, many mystery shoppers seem not to understand the importance of keeping proprietary information secret. If you are an MSPA certified shopper and you violate confidentiality, you could lose your certification. Any shopper who violates confidentiality risks being dropped by the company they burned. Confidentiality is important to mystery shopping providers and clients. It should be important to you, too. …continue reading Mystery Shopper Best Practices – Confidentiality

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This is one in a series of posts on mystery shopper best practices.

This week we examine four points in the MSPA Code of Professional Standards and Ethics For Mystery Shoppers about mystery shopper professional conduct. All secret shoppers who achieve MSPA mystery shopper certification commit to uphold this code, and they are standards that all mystery shoppers, whether certified or not, should follow.

I will not contact a client directly without approval of the shopping company.

As mystery shoppers, our professional relationship is with the mystery shopping company, and the company has a relationship with the client. We do not have a relationship with the client, and should not insinuate ourselves into the mystery shopping provider’s client relationship. …continue reading Mystery Shopper Professional Conduct

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This is one in a series of posts on mystery shopper business practices.

This week we examine three points in the MSPA Code of Professional Standards and Ethics For Mystery Shoppers about communication with mystery shopping providers. All secret shoppers who achieve MSPA mystery shopper certification commit to uphold this code, and they are standards that all mystery shoppers, whether certified or not, should follow.
…continue reading Mystery Shopper Best Practices – Communication

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This is one in a series of posts on mystery shopper business ethics.

This week we examine three points in the MSPA Code of Professional Standards and Ethics For Mystery Shoppers relating to maintaining professional standards in mystery shopping. All secret shoppers who achieve MSPA mystery shopper certification commit to uphold these standards, and they are standards that all mystery shoppers, whether certified or not, should follow.

I agree to perform all shops to the best of my ability.

Mystery shopping appears to be simple, so it is easy to get complacent about preparing for and performing mystery shopper jobs. However, it is important that each shop is done as thoroughly and accurately as possible. Do not rush through a shop visit or writing a mystery shopper report. Take the time to do it right.

Some shoppers justify sloppy work because they feel they are not paid enough to do a good job. If you think the pay is too low, do not accept the assignment. If you accept a mystery shopper job, do it right.
…continue reading Mystery Shopper Professional Standards

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This is one in a series of posts on mystery shopping best practices.

In this post, we look at two points in the MSPA Code of Professional Standards and Ethics For Mystery Shoppers relating to honesty and integrity in mystery shopping.

I will not falsify or misrepresent reports.

This is the single most important rule for mystery shoppers. The worst thing any mystery shopper can do is to falsify a report. It destroys trust between the shopper and the mystery shopping company, as well as between the mystery shopping company and the client. …continue reading Mystery Shopper Best Practices – Honesty and Integrity

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This is part one of a series of posts on mystery shopping best practices.

Mystery shoppers represent the mystery shopping industry, and the quality and professionalism of our work helps to shape the reputation of the industry. By maintaining the highest standards, we elevate the professionalism and public perception of mystery shopping.

Secret shoppers who complete the MSPA mystery shopper certification program agree to uphold a code of professional standards and ethics. These standards and ethics might be considered “best practices” for mystery shoppers, whether they are MSPA certified or not.

Certified shoppers who fail to operate according to the standards can lose their mystery shopper certification. However, any shopper who is unethical or unprofessional risks losing future mystery shopper jobs, as mystery shopping companies will not work with secret shoppers whom they can not trust.

With the permission of the MSPA, I am using the MSPA Code of Professional Standards and Ethics For Mystery Shoppers as the basis for a series of posts exploring ethical mystery shopper behavior and best practices for professional shoppers. …continue reading Professional Shopper “Best Practices”

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