Mystery Shopping Alliance Launched

Seven European providers have this week announced the formation of The International Mystery Shopping Alliance (IMSA). The IMSA offers mystery shopping and related services in 15 European countries, including the UK, and aims to expand quickly to offer worldwide coverage.

The seven are ESA in the UK, DMS in France, Concertare in Germany, Incentive in Italy, AQ Services in the Netherlands, ThinkSmart in Spain and Bättre Affärer in Sweden. The companies have a total of c.33,000 mystery shoppers carrying out more than 300,000 mystery shopping visits each year, and a mystery shopping turnover of more than €18m or £12.4m.

IMSA members have an agreed set of service and quality standards. The group was created with the objective of offering a truly worldwide mystery shopping service to international companies, and claims to be 'the only grouping of specialist mystery shopping companies in the world offering local experience, knowledge and capabilities, as well as truly international coverage and co-ordination'.

Members also offer other services to help clients improve customer service: customer satisfaction and service auditing systems, incentive loyalty and staff training programs, and consultancy services.

The first president is Alex Mahave of ThinkSmart, Spain, while Harvey Gilbert of ESA in the UK is vice-president. Gilbert is enthusiastic about the potential for the IMSA: 'It allows ESA and all IMSA members to offer our services across the world, knowing that in all of the other countries we have partners who are as professional, experienced and dedicated to improving customer service as we are at ESA'.

A copy of the set of quality standards is available on request - for this and more information see www.theimsa.com .

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

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