Lyckad MSPA Konferens i Paris




79 deltagare från hela världen (24 länder deltog) hade möjligheten att lyssna på representanter från Air France, Accor Casinos, Euro Disney och Comite Regional Du Tourisme Paris-ile de France samt delta i ett flertal "workshops" under konferensdagarna.
Det beslutades också att MSPA Europe skall anpassa Mystery Shopping Certification programmet som utvecklats av MSPA Nordamerika, att passa den Europeiska marknaden.

Sveriges Radio rapporterade från Paris

Ett flertal Franska tidningar skrev om Mystery Shopping och MSPA under och efter Konferensen i Paris. Sveriges Radio hade en reporter på plats som intervjuade Veronica Karlsson samt representanter från Air France och Disneyland i Paris.

Den leende rapporten!

Bättre Affärer kommer att genomföra ett projekt som skall mäta i vilken utsträckning Kunder och Gäster möts av ett leende när man möter personalen i ett serviceföretag. Under Tendensdagen 2004, som anordnades på Cirkus av Sveriges Marknadsförening, så berättade professor Magnus Söderlund om betydelsen av ett leende. Ett leende smittar, ett leende får Kunder att känna sig mer välkomna, mer bekväma, glada och nöjda.


Global mätning
Bättre Affärers mätning kommer att få fram hur bra enstaka företag och branscher är på att le. Resultaten kommer att presenteras per bransch, per land och totalt.





Vill Ni veta hur bra Ni är på att le

i Ert företag?

Om Ditt företag vill genomföra en mätning av hur bra Ni möter Era Kunder med ett leende, så utformar vi ett program för en "Leende Undersökning" hos Er. När resultaten från den globala mätningen är klara, kan Ni enkelt jämföra hur bra Ni är på att le, jämfört med en mängd andra företag runt om i världen.

Rapport inom 24 timmar

Alla rapporter är tillgängliga i vårt system i REAL TID, så snart projektledaren har godkänt checklistan. Många företag väljer att få tillgång till rapporterna senast 5 dagar efter besöksperioden, då ju även total, och snittresultat är helt aktuella.

Men vi kan också bemanna för att kontinuerligt kontrollera alla checklistor i ett projekt inom 12 timmar, så att rapporterna garanterat kan vara tillgängliga inom 24 timmar. Är Ni intresserade av detta, så ger vi Er gärna en offert.

Över 20.000 Mystery Shoppers

Vi är stolta över att närma oss 20.000 Mystery Shoppers i Norden. En del gör ofta uppdrag, men alla kommer inte att få något uppdrag alls om de inte stämmer överens med den kravprofil som gäller för respektive undersökning.

Shopperns profil (kön, ålder, tidigare erfarenhet, innehav av utrustning som ex. bil, telefon eller kamera, matvanor, klubbmedlemskap etc.) samt möjlighet att göra uppdrag utan resekostnader på de aktuella orterna, avgör om man överhuvudtaget kan komma i fråga. Projektledaren kollar också att Mystery Shoppern inte känner någon som arbetar i företaget som skall bedömas, samt att shoppern inte arbetar hos företagets konkurrent.

Utöver detta kontrollerar vår projektledare att shoppern inte redan besökt den aktuella enheten, att shoppern har bra betyg på tidigare genomförda uppdrag etc. Alla shoppers insatser betygsätts i BAFF ONLINE så vi vet vad vi kan förbättra.

Successful MSPA Conference in Paris




79 participants from all over the world (24 countries attended) had the possibility to listen to representatives from Air France, Accor Casinos, Euro Disney and Comité Regional Du Tourisme Paris-ile de France, as well as attending different workshops during the conference.
One decision that was taken was that MSPA Europe shall adjust the Mystery Shopping Certification program, developed by MSPA North Amerika, so that this will suit the European market.

Sveriges Radio reported from Paris

Several French papers wrote about Mystery Shopping and MSPA before, during and after, the conference in Paris. Sveriges Radio had a reporter in Paris who intervjued Veronica Karlsson and representatives from Air France and Disneyland.

The Smiling report!

Bättre Affärer will carry out a project to measure in what extension customer and guests meet a smile when they are served by staff members in the service industry. During ”Tendensdagen 2004”, held at ”Cirkus” by The Swedish Marketing Federation, professor Magnus Söderlund talked about the importance of a smile. A smile is contagious, a smile makes customers feel more welcome, more at ease, happy and satisfied.


Global survey
The measuring will show how good individual companies and businesses are at smiling.
The result will be presented per industry, per country and totally.





How good is Your company - at smiling?

We can design a program for a ”Smiling survey” if your company wants to measure how well you meet your customer with a smile. You can then easily find out how good you are at smiling in comparison with other companies from different parts of the world, as soon as the results form the global measuring are presented.

Reporting within 24 hours

All reports are available in our system in real-time as soon as the project manager has approved the checklist from the visits/calls. Many companies choose to get access to the reports no later than 5 days after the visit-period, when both the total and cross-section results are available.

We can also staff to continuously check all the checklists in a project within 12 hours, so that all reports are guaranteed available within 24 hours. Are you interested in this? Let us know and we give you a quote.

More than 20.000 Mystery Shoppers

We are proud to announce that we now have close to 20.000 Mystery Shoppers in the Nordic countries. Some of them are frequent shoppers and some will not get any assignments at all, if they don´t fit in the profiles that are set for the different surveys.

The profile of the shopper (gender, age, experience, equipment as car, phone or camera, habits, memberships etc.) and the possibility to carry out the assignment without travelcosts are cruicial when deciding who fits to carry out the survey.
The project manager also checks that the shopper doesn´t know anybody working in the company, and that the shopper doesn´t work for a competitor to the company.
In addition, our Project managers check that the shopper has submitted all his/her personal information in BAFF ONLINE. On one hand that the shopper hasn´t already visited the actual unit and on the other that the shopper has good grades on earlier accomplished assignments. The shopper´s individual achievements are graded in BAFF ONLINE so that we know what we can improve.

Welcome to particpate in the MSPA

Conference in Stockholm 25-27th of May 2005.

Bättre Affärer is arranging, on behalf of the trade association, the next European MSPA conference at Radisson SAS Royal Viking Hotel in Stockholm the 25-27th of May 2005. Key note speakers are: Jan Gunnarsson from “Det Svenska Värdskapet” who will talk about "Hostmanship" and Lars Sörqvist from Sandholm Associates who will talk about "Using Six Sigma for analysing Customer data and implementing improvements". You find further information at www.mysteryshop.org/europe. Book the dates in your calendar and e-mail info@betterbusiness.se if you are interested in more information.

Christmas breakfast with

Mystery Shopping INFO

We invite you and your colleagues to join the ”Porridge-breakfast” in our office at Vargmötesvägen in Vallentuna

Thursday 9th of December

at.08.30 - 10.00

R.S.V.P no later than 6th of December to
frukost@baff.se

Welcome!

It is now time to register your participation in SSQ-Award 2005, to be guaranteed the lowest price; 25.000:- SEK for all five surveys.

• Guest Survey
• Employee Survey
• Mystery Shopping
• Guest Contacts (e-mail, telephone, web site)
• Enviroment Survey

Participating companies that has already planned their own surveys, don't not need to carry out double surveys. Their own surveys can be used fully or partly, provided that they fulfil the criterias for SSQ. Request a judgement in advance of this from Anna-Karin Edberg at annakarin@ssq-award.net

Contacts for further information;
at SHR- Eva Larsson e.larsson@shr.se
at SSQ- Lena Cederlöf lena@ssq-award.net
More info is available at www.ssq-award.net

Audit Your Business Concept

Bättre Affärer does not only carry out Mystery Shopping visits, but can also conduct "Advanced audits that are notified in advance". The "Auditing visits" also reports standard- and quality-checks from "behind the scenes", things that the customer normally doesn´t see. For example storage areas, kitchen, dressing rooms etc. The visit can also be supplemented by a follow-up meeting with the management and/or emplyees at site or with a photo session. We design the program based on our Clients needs and desires.




What to improve?

How shall you know what to prioritize? We are happy to help you with analyzing the reports from your Mystery Shopping survey. We offer you quarterly, half-yearly or yearly analysis with summaries, conclusions and recommendations. It is possible for us to consult both statisticians and professors if you would like a deeper analysis of the result. The report can be e-mailed to you or personally presented at your office.
Bättre Affärer can also participate in your internal meetings, workshops etc. both as participant or leader. Contact us for further information.
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Work Sheet

We have developed a work sheet which is adjusted for single units that need a structured tool for developing and documenting an action program to improve their business. The Worksheet can be used either internally in the own unit or be coordinated and followed up by a central function. We can assist in coordinating this work. Please contact Veronica Karlsson at info@betterbusiness.se for further information.