Customer Satisfaction Measurement (CSM) vs. Mystery Shopping (MS)

 By Julio Zilli,  Auditor Service Director.

Both typologies help businesses improve customer service as well as being more efficient and profitable.

These investigations are addressed  with different methodologies and techniques;They are complimentary when used together because they generate  greater benefits.

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Fast & Efficient Service

Quality Service Performance in Fast Food Restaurants and Cafeterias.

By  Sergio Castillo, Auditor Service Consultant-Business.

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The Silent Death of the Brands

Julio Zilli and Paul Alves - Auditor Service

Many businesses suffer the loss of its customers without even knowing it. The most affectedcompanies are precisely those that do not have mechanisms to hear and resolve the problems of their clients.

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MSPA Code of Professional Standards and Ethics Agreement

The Mystery Shopping Providers Association (MSPA) is dedicated to improving service and promoting excellence in the mystery shopping industry. A fundamental aim of the Association is to ensure that standards are maintained.

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Factors to Consider in Selecting a Mystery Shopping Provider

Like any business engagement, the selection of a mystery shopping provider will depend, at least in part, on the "chemistry" between the players. If your interaction with the representatives of a mystery shopping company leads to an instant rapport with them, that may be a significant factor to you. Obviously, though, the key issues to consider involve the company's ability to develop and execute a mystery shopping program that will satisfy your company's needs. Some of the factors that might be important to your selection decision include:

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