Mystery Shopping Providers Association

The Mystery Shopping Providers Association (MSPA) is a global organization that serves as a platform for connecting businesses and mystery shoppers. While it operates internationally, it also has a significant presence in North America through the MSPA Americas and MSPA-NA (North America) branches.

Overview

MSPA is a trade association that represents the customer experience and merchandising industries worldwide. It comprises over 150 member companies globally, primarily including market research firms and mystery shopping providers[1]. These members collaborate to improve service quality and customer experience across various sectors.

Structure and Operations

• Membership: MSPA has a diverse membership base of legitimate businesses and market research companies. This ensures a secure and reliable environment for both mystery shoppers and member companies[2].
• MSPA Americas: This regional branch focuses on the Americas, offering specialized certification courses and a database of over 60,000 independent contractors. It emphasizes education and networking, providing member companies with trained mystery shoppers[2].

Objectives

MSPA aims to enhance customer experiences by managing, quantifying, interpreting, enhancing, and redefining them. It helps businesses identify areas needing improvement through market research tools and mystery shopping programs[2][3].

Certifications

MSPA provides certification programs designed to improve mystery shoppers' skills. The core courses include Introduction to Mystery Shopping, Professional Report Writing, and Professional Responsibility and Ethics. Additional specializations are available in areas like automotive sales and airport concessions[5].

Impact

By fostering connections between businesses and mystery shoppers, MSPA facilitates the collection of unbiased feedback to guide business improvements. This helps businesses gauge employee performance, brand consistency, and compliance with operational policies[3]. MSPA's role in maintaining industry standards supports legitimate mystery shopping practices and combats scams within the industry[2].

History and Expansion

Mystery shopping has been a standard business practice since the early 1940s, utilized across various industries to measure service quality and compliance[3]. MSPA has evolved to accommodate this growing need, with its members providing services globally.

Achievements

• Industry Presence: MSPA's membership includes leading companies in market research and mystery shopping, indicating its widespread influence.
• Certification and Education: By offering specialized training, MSPA helps mystery shoppers develop professional skills, enhancing the quality of feedback provided to businesses.

Overall, the Mystery Shopping Providers Association plays a critical role in shaping the customer experience management landscape by connecting businesses with skilled mystery shoppers and promoting industry standards.