On November 8, 2006, Ted Chan, the Director of N-Dynamic Market research & Consultancy, introduced a new approach to train mystery shoppers in China during the MSPA Asia-Pacific Second Annual Conference held in Beijing, China.

 

Mystery shopping is a mystery, it is sometimes beyond our control and cheating is so common in China. We need to deal with huge ethical and technical issues in order to ensure high quality standard of mystery shopping studies.

 

N-Dynamic has developed a new approach to address the issues. It places a stronger emphasis on empowering mystery shoppers and improving procedures and equipments. The new approach differs a lot from the traditional "chalk and talk" method commonly used in Chinese schools. The trainer is transformed to be a facilitator, an enabler, an observer, a coach, a listener, an information provider and a co-worker instead. The mystery shoppers are relied on to provide good solutions. As a result, the mystery shoppers are more motivated and involved. They have better morale and produce higher quality work. (Click here to download the presentation file)

 

The MSPA is the largest professional trade association dedicated to improving service quality using anonymous resources. With over 150 member companies worldwide, our diverse membership includes marketing research and merchandising companies, private investigation firms, training organizations and companies that specialize in providing mystery shopping services. Our member companies work with their clients to establish mechanisms to measure and improve levels of service.

 

N-Dynamic is one of the founding members of the Asian Chapter of MSPA.