Introduction to our training courses

Please read the course details below to ensure you choose the one that is right for you. If you cannot find what you need, then please talk to Harvey or Helen about an individually designed course.

Our courses are of value to:

• Buyers and users of mystery shopping services
• Sellers and producers of mystery shopping services
• Others who want to understand mystery shopping and its uses

On completion of all courses you will be given:

• A copy of all course charts
• A copy of MSPA Europe Mystery Shopping Guidelines
• A certificate of participation
• A course evaluation form
• And we will keep in touch to offer updates and ideas.

All courses have the following basic timings and facilities:

• Course timings are as follows:
  • 9.30 am - Delegate registration
  • 10.00 am - Course starts
  • 12.30 pm - Lunch
  • 5.00 pm - Course finishes
• Delegates will be provided with writing materials, water, teas and coffee, and a light buffet lunch.

Course one – ’Mystery Shopping - Getting the Basics Right’

This one-day course covers the basics of mystery shopping. Delegates may be new to mystery shopping or have limited experience. They will complete the day with good understanding of:

• What mystery shopping is
• What mystery shopping can and can’t do
• How mystery shopping can help their organisation
• The kinds of organisations that are selling and using mystery shopping services
• How to set up a mystery shopping program
• Ethical and practical guidelines for mystery shopping programs
• What can go wrong and how to fix it

Course two – ’Adding Value to Your Mystery Shopping’

This one-day course will be of benefit to experienced users and sellers of mystery shopping services who need to get more from their systems. It is a workshop involving both teaching and discussion where delegates are encouraged to describe and discuss their specific problems and ideas.

The trainers on this course will be supplemented by a very senior client who will share his extensive experience, give practical advice, and be involved in the discussion.

Delegates’ specific requirements of the course will be discussed beforehand so that their expectations can be fully met.

Delegates will finish the day with a more developed and in-depth knowledge of mystery shopping, and some ideas which should help to resolve any issues they may have with their mystery shopping programs. The course will be specifically tailored to meet the needs of the delegates present and may include:

• A review of basic mystery shopping systems
• A focus on the delegates own interests
• The use of video and audio data gathering techniques
• Business to Business projects
• The use of shoppers’ comments
• The integration of mystery shopping results with other data sources including customer opinion research
• Buying, selling and measuring the ’return on investment’ for mystery shopping programs.