Companies have utilized mystery shopping services since the early 1940s, but it was not until 1998 that the Mystery Shopping Providers Association (MSPA) came into action with a set of standards and a code of ethics for the industry.
If performed by a legitimate provider, mystery shopping services are an excellent source of analytical data that a company can use to evaluate the service customers receive, store appearance, efficiency of company policies, and more. When hired by a client, be it retail, service oriented, or even the medical field, a provider will work closely with them to develop a customized on-site mystery shop, telephone survey, or call-monitoring program to measure accurately the pre-determined facets of their business. Unfortunately, the more that mystery shopping becomes popular with industries as a market research tool, the more opportunities there are for frauds.
One of the more recent scams, directed toward potential shoppers, involves a check sent via email to a prospective shopper instructing them to deposit it in their personal bank account, and then wire most of the money to someone else. The check is bad, and the shopper can lose thousands of dollars. So, how do both businesses and mystery shoppers protect themselves against these fraudulent companies? The MSPA has a website that anyone can access at http://mysteryshop.org, and through the site, a company can learn more about the different programs available and access a list of local mystery shopping services that are MSPA members.
The MSPA signed its first member in 1998 and now has over 400 members (Shoppers’ View is included in that number) worldwide. On its website, the MSPA clearly states its purpose is to:
1. Establish professional standards and ethics for the industry.
2. Educate providers, clients, and shoppers to improve quality of service.
3. Improve the image of the industry through public relations and conduct.
4. Promote members to other industry associations and prospect clients.
Regular members have passed a stringent approval process, part of which requires that their mystery shopping service has been in operation and has complied with the MSPA’s standards and code of ethics for at least two years. Candidate memberships are available to providers of mystery shopping services that have been in operation for less than two years. These young companies must agree to attend a MSPA orientation and conference during their first year, their benefits are restricted, and of course, they must comply with the same standards and ethics as the regular members.
You can view the MSPA’s standards and code of ethics for both shoppers and providers in its entirety at http://mysteryshop.org/ethics/ethics1.php, but in general, the MSPA advocates customer oriented business practices, and expects its members and certified shoppers to conduct business honestly, professionally, be fair, and guarantee confidentiality. Not only are there ethic guidelines established to protect the clients of mystery shopping services, but also rules that ensure shoppers receive their pay and will not be mislead about the number of shops they will be offered.
Whether you are interested in becoming a mystery shopper, a shopper looking for certification, a provider of mystery shopping services, or a business in need of a reputable provider, the MSPA is an excellent place to start.
