The Experience Economy: How to get Real Value from Mystery Shopping

January 27, 2017

Is mystery shopping still relevant for your CX measurement and improvement programme in 2017? Read more

African Market Research Association (AMRA)

January 19, 2017

Besides the MSPA African Event on 15 February, the official launch of the African Market Research Association (AMRA) will take place on 16 & 17 February in Johannesburg.  Read more

Man vs Machine: Customer Experience 2017

November 09, 2016

In ever tougher market conditions, how can you be sure you can deliver a great service to customers, to keep them coming back more often and spending more? Read more

Impressions from CXE3 - Annual conference MSPA North America 2016

November 08, 2016

MSPA North America had chosen a paradise location for their annual conference… Fajardo on the wonderful island of Puerto Rico. Read more

INSIGHT - MSPA AP News October 2016

October 31, 2016

MSPA AP Quarterly Newsletter October 2016 - Click to view the latest edition of the MSPA-AP newsletter   Read more

MSPA EU - Customer Service Week 2016

September 19, 2016

Details and ideas about the topics are released! Over the past 5 years the Customer Service Week initiative has been growing across the globe as a way to encourage businesses to focus on delivering great service. Read more

“So, I hear mystery shopping is an outdated modality?”

September 12, 2016

At the MSPA-EU conference in Malta in May this year, Herve Fauve (Head: Total Top Service, Total) and I presented a topic that went along the lines of: ‘It’s not about choosing between .... Read more

Governance and Dispute Resolution

August 25, 2016

Disputes between members are fortunately rare, but they do exist. Monthly blog by Alain Dubreuil, MSPA Europe Governor Read more

Net Happiness Score - Successful Media Coverage in Hungary!

July 15, 2016

Hungary have the happiest employees in Europe on the basis of the MSPA NHS survey last quarter.  The country leads the way with a score of 60. Read more

Why scores alone don’t tell the whole story...

June 30, 2016

How good is a customer experience rated 95%? I recently had the chance to travel once more to one of my favorites cities – Budapest. Read more

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