MSPA Names New President

The Mystery Shopping Providers Association (MSPA) has elected Jill Spencer, Director of UK-based customer experience research specialist ReactCX, as its President for the next two years. She replaces Yvonne Kinzel of German CEM firm Multi-Value.

MSPA is the international association for the mystery shopping industry. It has more than 450-member companies worldwide, covering market research and merchandising, private investigation, training and mystery shopping services. Spencer (pictured) takes on the MSPA presidency after eighteen months at ReactCX. Before this, she served as Director of Customer Experience for psychology-based consumer, market and organisational research company Big Window Consulting. Earlier, she spent fifteen years at mystery customer services and customer experience specialist ABa Quality Monitoring, latterly as Operations Director; and she was Head of Customer Service Experience at Homebase. She has been the MSPA's Director of Communications since 2012.

Commenting on her new role, Spencer said: 'With unrelenting pressure on profits, the retail, hospitality and entertainment sectors call on MSPA members to help them understand what customers want and to test each step of their experience - from entering a store, to selecting goods and services, asking for help from staff, to paying and making a complaint. The MSPA and its members are at the forefront in services and systems to measure, benchmark and report on performance from the experience of mystery shoppers'.

Web site: www.mspa-eu.org .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.