News

Mystery Shopping Providers in Africa, Asia, Europe, North- and South America have participated in the Smiling Report 2013. The report compiles customer service data from evaluations conducted across a spectrum of industries during 2012. The summary for the year 2012 is based on answers to more than 2 million questions covering Smile, Greeting and Add-on sales in 57 countries. 78% of the customers received a smile, 84% of the customers were greeted while only 56% received an add-on sales suggestion. However, most figures are higher than in many years. Spain is the best country on both smiling and add-on sales and top 4 on greeting.

Mystery Shopping Providers in Asia, Europe, North- and South America have participated in the Smiling Report 2012 which compiles customer service data from evaluations conducted across a spectrum of industries during 2011. The summary for the year 2011 is based on answers to more than 1.6 million questions covering Smile, Greeting and Add-on sales in 32 countries. Only 75% of the customers received a Smile in 2011. 79% of the customers were greeted while only 45% received an Add-on Sales suggestion.

Members of MSPA Europe (The Mystery Shopping Providers Association’s European chapter) have conducted a pan-European survey of queues, ending in July 2010. Nearly 2000 mystery shoppers from 24 European countries joined queues in a range of retail types – among others banks, post offices, pharmacies, grocery stores, travel ticket offices and fast food outlets – and reported on the time taken to reach the front of the queue and the response of the staff members to the queuing customer.