REGISTRATION IS OPEN discounted fees until March 31st, 2019!

REGISTRATION IS OPEN discounted fees until March 31st, 2019!

Preliminary PARTICIPANTS LIST - LIVE updated - Croatia 2019
 Join the MSPA FaceBook page and stay up to date!

Split 2019 sees us come together to celebrate how much we can learn from each other, how much we need to keep up to date and above all, how we need to keep evolving to stay current and relevant. Agility is our word for the week – our speaker line up all come to the stage with a clear view that embracing change and even better, creating change is the way forward. To do so we need to be Agile in thought and action – book now with an open mind

"Agility - the future for prosperity”

Connect, Learn and Share with MSPA your professional association 

We travel to the Le Meridien Lav Hotel in Split, Croatia for our 20th annual conference - 21-23 May 2019

Join us for two full days of client case studies, dynamic discussions, excellent Key-note sessions, networking & more networking.

The conference arrangements and bookings are coming along well; preliminary conference Program, Sponsors & Speakers information and ONLINE registration possibilities are published above or will be shortly, just click on the blue buttons!

Important dates

The conference arrangements and bookings are coming along well; preliminary conference program , sponsors & speakers information and ONLINE registration possibilities are published or will be shortly.

  • Early Bird Discounted registration fees are available until March 31st, 2019
  • Le Meridien Lav Hotel Split offers an excellent discounted room rate to all MSPA delegates; deadline to secure your room reservation March 15th, 2019

Time is running

The MSPA is at the centre of the Mystery Shopping & Customer Experience industry. With over 450 member companies worldwide we measure the quality of customer service given by more than 100.000 companies around the globe. The MSPA is the association of professional companies whose goal is to improve and stimulate the acceptance, performance, reputation and use of mystery shopping and associated services. OurEurope/Africa conference is "the event" for professionals in the industry to attend each year!

Arrange your travel, book your hotel room and start planning your meetings. Register today and start planning your meetings!

  • Over 300 delegates from Europe, Africa and the rest of the World
  • Major keynote speakers, on topics relevant to our industry are coming, break out sessions & dynamic discussions covering topics of National and International interest in which to participate
  • Sightseeing tour of the area again included in the conference program!
  • Vendor show providing you with interesting insight into the latest industry technologies and services.
  • Plenty of time for networking, socialising and relaxing is built into the conference programme. 
  • A full social programme is planned, using the facilities of an excellent hotel. 
  • This year MSPA arranged again that for all conference delegates the dinners on Tuesday and Wednesday are included in the conference fees when you register for the full 2 days of conference.
  • An outstanding location for our closing dinner EVENT on Thursday evening; pre-registration is required.


We hope to see you all again this year in Split, Croatia!


Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

Incoming President MSPA Europe/Africa, Founder ToplevelServices

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Jill Spencer

Jill Spencer

President MSPA Europe/Africa, Chair MSPA Global Board, Director ReactCX

Read more
Nigel Cover

Nigel Cover

Past President MSPA Europe/Africa, Founder Cover Consulting

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Luis Duarte

Luis Duarte

Owner MORE

Read more
Keira Mackenzie-Smith

Keira Mackenzie-Smith

Managing Director of Learning Curve

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Clint Payne

Clint Payne

Programme Manager, Customer Experience at MultiChoice.

Read more

May 21st, 2019 - Tuesday

17:45 - 18:45

New Members / First time attendants Workshop (By invitation only) 

Luis Duarte

New Members / First time attendants Workshop (By invitation only) 

19:00 - 21:30

Welcome Reception & Dinner

Registration and WELCOME reception/dinner at the Le Meridien Lav Hotel.
Dinner will be served at 20.00 hrs. (Pre registration via the registration form is required)

May 22nd, 2019 - Wednesday

09:15 - 09:30

Registration & Welcome Coffee

09:30 - 09:50

Kick-off and Welcome MSPA Europe/Africa

Jill Spencer

09:50 - 10:05

One year GDPR...

Nigel Cover

10:05 - 10:20

E-learning, workshops, networking...whats new!

Stefaan Vandroogenbroeck


10:20 - 10:45

Client Case study

10:45 - 11:30

Coffee Break & Networking

11:30 - 12:30

Break-out sessions

12:30 - 14:00


14:00 - 14:25

Keeping your business agile within international environment

Keeping your business agile within international environment
“Combining Cultural Diversity, Omni-Channel Customer Journey and creating your own specific business model”

Topics illustrated by a Best Practice:

  • How to handle National and Cultural Diversity: 

By embracing different cultures and business habits, international markets can directly learn from each other and get to next level.

  • How Multiple channels can be combined into one Omnichannel proposition

Developing your business by offering your clients an Omnichannel customer experience thatm will strengthen your position.

  • Raising the complexity of your Business model by thinking outside of the box

By better understanding your clients’ needs in a hybrid online/offline world you will see extra potential for your service to expand.

14:25 - 15:00

Q&A / PanelKeeping your business agile within international environment

15:00 - 15:30

Vendor Show & Networking

15:30 - 19:00

Sightseeing tour Split & local tasting

Are you joining us to explore SPLIT!

Born in the time of Emperors; Yet today as vibrant as ever 

Gladiator spirit still in its essence; A walk among Split’s ancient stones, still embodies their presence

On request of many we included a breathtaking sightseeing tour this year to visiting the sites of SPLIT. The conference program will end before the sightseeing tour starts, leaving by busses towards Split. We will be offered a drink at the Roman Square, walk around the historical city centre and give you a tast of several local products. English speaking guides will join you for the tour. Around 19.00 hrs (7pm) the busses will arrive back to the hotel! A fantastic experience which we hope most delegates will attend! 

20:00 - 22:00

Informal Dinner at Le Meridien hotel

After a whole day of activities you might want to relax by not having to search the city looking for a restaurant... Considering that, and also because we know you want to make the most of network opportunities, we have organized an informal BBQ buffet right here at the 7Palms restaurant of Le Meridien hotel between 20.00-22.00 hrs This event is included in the 2-days full conference package, pre-registration is required and extra tickets for guests need to be pre-booked during registration.


May 23rd, 2019 - Thursday

09:00 - 09:15

Registration / Welcome Coffee

09:15 - 09:30

Welcome & opening 2nd Day

Stefaan Vandroogenbroeck

09.30 - 10.20

KEY NOTE Session

10:20 - 11:00

KEY NOTE Session

11:00 - 11:40

Coffee Break & Networking

11:40 - 12:40

Break-out sessions Thursday

12:40 - 14:00


14:00 - 14:25

"How Mystery Shopping and Customer Experience makes Peugeot Citroen more Agile"

Client Case study by MSA

14:25 - 15:00

Measuring for design – how a combination of measurement tools can inform service design. 

Clint Payne

Measuring for design – how a combination of measurement tools can inform service design.

To understand how local customs, cultural norms and personal circumstance influence our customers’ needs, and what they expect of us, we studied a single experience across multiple countries in urban and rural settings.  We wanted to know – “is service in rural East Africa, the same as service in urban South Africa?”  We deployed 275 urban and rural shoppers in 6 countries across Africa to test and record the real customer experience.  To enrich their findings, we polled customers on their expectations and needs.  Using the same technique, we investigated how customer needs and expectations could vary by customer segment (or persona) in a single country or territory – is service for a connected millennial the same as service for a tech phobic pensioner?  The ability to answer these kinds of questions is at the heart of customer lead service 

15:00 - 15:30

Where is MSPA heading to & conference wrap up

Jill Spencer

15:30 - 16:00

Vendor Show & Networking

19:00 - 22:30

Official Closing DINNER Event 

Dinner with an amazing view - pre registration is required.

This you do not want to miss!!! Excellent food, wines and network possibilities in an informal atmosphere. Dinner and a limited number of drinks are included to the dinner fee. We will depart from the Hotel at 19.15 hrs and around 22.30 hrs the dinner will end.

... in case you’re not quite ready to end your evening yet, you are most welcome to join us at one of the clubs that is located nearby. Going back to the hotel is easy as there will be shuttles available until 2am!


MSPA member - 1st participant from your company  € 450,-
MSPA member - 2nd participant from your company  € 395,-
MSPA member - 3rd participant from your company  € 385,-
NON MSPA member - full conference  € 725,-
NON MSPA member - ONE day registration  € 625,-
CLIENT - full conference registration  € 450,-
ONE-DAY conference registration fee (members/clients)*  € 375,-
Dinner Event – Thursday May 31st  € 130,-
LATE registration supplement, after March 30th, 2019  € 125,-


REGISTRATION IS OPEN, discounted fees until March 30th, 2019!



  • The above fees are per person, in EURO and excluding VAT. Dutch VAT will be applied to all customers located in The Netherlands. The reversed charged principle will be applied for European customers that provide us with a valid VAT number. All customers outside of the European Union are exempt from VAT.
  • The FULL two-day conference fees are including attendance of the conference, Welcome reception & Dinner on Tuesday May 21st, informal dinner on Wednesday May 22nd, coffee/tea breaks & lunches during the 2 main conference days and all conference materials.
  • The ONE-day conference fee is excluding the Welcomes reception/dinner and including the informal dinner on May 22nd. Of course you can register separately for the Welcomes reception.

Booking terms and Conditions

  • Prices are per person, in Euro's. Participants will be sent an invoice which must be paid before the conference starts. 
  • Cancellation is only possible in writing. if cancellation is before April 1st, 2019; After April 1st 2019 a Euro 200 will be charged per cancellation for administrative purpose. If cancelling after May 1st, 2019 the full registration fee will be charged. 
  • In case of cancelling your regsitration a colleague could always attend the conference in your place. 
  • The registration fee for the full conference includes registration for the conference on May 22 & 23, 2019, all materials and scheduled food functions; reception/dinner 21/5/2019, informal buffet dinner at the Le Meridien Lav hotel on 22/5/2019, coffee & tea, lunches. (Exception; the Welcomes reception/dinner on May the 22nd is NOT included for the ONE day participants). 
  • In case your register only for the Social Network events and not for the MSPA conference, an administration fee is charged of Euro 100 per person. Of course if you do register for the conference, you can add additional tickets for your collegueas, spouse or friends who are joining you to the conference without the supplement.
  • Other Optional events, conference dinner on May 23rd, 2019, sightseeing Tour Split and additional tickets to the social events are not included in the main conference fee and will need to be pre-registered via the MSPA Europe/Africa office and are charged for an additional fee. 
  • Hotel reservations need to be booked directly to the Le Meridien Lav hotel and are not included in the conference registration fee. Please complete the online reservation form which is published at the MSPA Europe/Africa website and return this to the Le Meridien Lav hotel. 
  • The Le meridien Lav Hotel, have blocked a limited number of hotel rooms until March 15th, 2019 for a special MSPA rate. After this date rooms are only available on request and the special MSPA room rates are not garanteed anymore. 

The conference location as well as official conference hotel is the Le Meridien Lav, Split (5*) in Split, Croatia.

They provided absolutely outstanding room rates and many options in types of rooms; a limited number of rooms are blocked for MSPA guests until March 15th, 2019! 

After this dates rooms are only available on request and the special MSPA rate is not guaranteed anymore! 

Start Your Hotel Reservation

Single Room : €140 per nightDouble/Twin Room : €160 per night

These rates include breakfast buffet, taxes, WIFI internet and are well under half the standard room rates. Why not extend your stay for a few days before or after the conference? Rates will be available only to conference delegates.

In case you cannot make your reservation via the hotel reservation tool or you have a question or need assistance, feel free to email Ivan Gracic of the Le Meridien Lav Hotel at and he will assist you.

Le Meridien Lav Hotel, Split Croatia

Le Méridien Split provides you with a different perspective on the destination, a new way of seeing Dalmatia through a selection of unique experiences offered throughout the resort and along this exciting coastline. Discover the unknown, gain cultural insight and see things differently! Situated 8 km south of Split in Podstrana on the Dalmatian Coast, Le Méridien Lav, Split, enjoys a beautiful setting boasting an 800 m stretch of beach with fantastic sea views across to the city and its surrounding islands. Le Méridien Lav has a world-class spa to its name, as well as numerous restaurants and bars..

Each of the 381 guestrooms and suites has floor-to-ceiling windows that open up to large balconies, a 32" flat screen TV, Wi-Fi and High-Speed Internet Access, separate sofa seating, individually controlled air conditioning, international direct dial telephone lines, a hairdryer and an in-room safe.

In the ONLINE hotel reservation tool an option is included were you can select the room type and as well check out the rates of the other room types as mentioned above.


The nearest airport is Split Airport (SPU).

Direct flights are available from major European cities, Amsterdam, Brussels, Berlin, Frankfurt, Milan, Moscow, Paris, Rome, Vienna and many more...

Zagreb Airport has daily national direct flights to Split, definetely a great alternative in case you do not have a direct flight to Split. Alternatively Zagreb is a 4 hour drive away from Split.

Google “Direct flights Split” or visit the website of Croatian Airlines -

Transfer from and to the Airport

Taxi stand is available right in front of the airport - +/- Euro 40 one way 

As well a private transfer can be pre-ordered via We checked it out and it works really easy and good! A one-way transfer, a private taxi, from the airport to the hotel is about Euro 75,- and for maximum 2 persons. 


Le Méridien Lav Hotel, Split

Grljevacka, 2A, Podstrana

Split, 21312 Croatia



PARTNER sponsor      



Supporting sponsors


Become a sponsor

Download all details of the sponsor packages and an order form as pdf file here!

The MSPA is at the centre of the Mystery Shopping & Customer Experience industry. With over 450 member companies worldwide we measure the quality of customer service given by more than 100.000 companies around the globe.

We thank all sponsors for their support.

Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

Incoming President MSPA Europe/Africa, Founder ToplevelServices

Stefaan Vandroogenbroeck - Incoming President MSPA Europe/Africa, Founder ToplevelServices

Stefaan is an expert in the field of Mystery Shopping and Customer Service Relations. During his early career, he successfully created and managed three different contact centers in Belgium and the Netherlands. During the last 8 years he has established himself as an expert in the creation and ongoing management of Mystery Shopping and Market Research projects.  He has also qualified as a trainer/coach during this time.

It was whilst working as a Contact Center Manager that Stefaan discovered the value of using Mystery Shopping techniques. He was so motivated by this experience that he moved across to work for a Belgian Mystery Shopping company.

After three successful years as part of the Mystery Shopping world Stefaan was promoted to the role of Associate Director, and such was his passion for his work that he decided to set up his own company in Lille in early 2010. 

Stefaan's strong background and extensive experience in his field of operation, together with a continuous and infectious enthusiasm, has helped ensure that together with his skillful team, he will continue to drive local and European Mystery Shopping projects to a successful conclusion for his clients.

As a member of the MSPA European & African Board, Stefaan continues to work with expertise and passion for Education & Accreditation as Vice President .

Jill Spencer

Jill Spencer

President MSPA Europe/Africa, Chair MSPA Global Board, Director ReactCX

Jill is Associate Director, at ReactCX.  She has worked as a mystery shopping service provider at senior level since 2000, having previously earned a strong reputation for expertise in the Customer Experience arena whilst working in varied and challenging roles for blue chip retailers. 

Over the past 20 years, Jill’s core objective has been to raise the profile of customer service in business. It is a testament to her passion and commitment for the subject that the companies Jill has worked for, and in partnership with, now place customer service at the very top of their boardroom agenda.

Her more recent work focused largely on the engagement and education of frontline workers.  By raising the level of understanding that the frontline has – and providing clear leadership and direction relating to individual and team goals – a more engaged work force has evolved, as well as a clear movement from a ‘task focused’ to ‘customer centric’ work ethic. Of specific interest at board level, the work also identified clear correlations between higher engagement levels and stronger sales performance across the client organisations that Jill worked with during this study.

Jill has written a series of case studies on the value of mystery shopping, including some high profile return on investment work, and has had several articles published on this subject.  She has also spoken at conferences throughout the world on the topic of Customer Experience.  Jill has worked as a board member of MSPA Europe/Africa since 2012, was appointed President in 2017 and Chair of the MSPA Global Board for 2019.

Away from work, Jill has a passion for sports and travel, and her Fantasy Football prowess is legendary!

Nigel Cover

Nigel Cover

Past President MSPA Europe/Africa, Founder Cover Consulting

Nigel is a Senior Executive with a wealth of experience with leading Mystery Shop and Customer Experience organisations on a global stage. Past President of MSPA Europe 2011/2013 and Chair of the Global Advisory Committee in 2015.

In 2017 appointed by the MSPA Europe/Africa board as external Strategy Consultant.

His passion is simple, people make the difference in business - their engagement as an employee and experience as a consumer are what makes a brand powerful and successful. With extensive knowledge in the fields of Customer Experience, Customer Insight, Customer Loyalty and Employee Engagement he has a broad and unique 

Having been involved in market research and the mystery shopping industry almost all his working life, he has extensive experience of advising clients how Insight and measurement tools can work together to maximise their ROI. 

His particularly formative experiences included setting up and managing the expansion of operations in UK, Germany, France, Spain, USA and APAC.

Nigel has focused his expertise on the areas of balanced scorecard implementation, standards measurement, training, incentive and reward tools.

Regardless of the nature of project work being undertaken, Nigel will always focus on delivering best value to his clients, by ensuring that there is a continuous emphasis on speed, accuracy and technology to make information more accessible, actionable and reliable.

Luis Duarte

Luis Duarte

Owner MORE by Pentaudis

Luis Duarte is a graduate in Hotel Management and founded MORE by Pentaudis in 1998, having previously worked in Management positions in Hotels & Tourism and in Retail, in Portugal, Germany and England. His work experience was gained working for Accor, Sheraton and Lidl. Currently Luis heads a team of 17 dedicated professionals that are focused on helping their clients improving their customer experiences. Pentaudis is split into two Business Units – Mystery Shopping and Market Research & Data Analytics – and offers within these units various management tools, that are used in line with the client’s specific goals. Luis is very involved with the internal and external clients and one of the areas he is responsible for delivering results is Innovation. In his free time Luis likes to spend time with family & friends and to practice sports, specially Bootcamp, and reading, reading, reading!

Keira Mackenzie-Smith

Keira Mackenzie-Smith

Managing Director of Learning Curve

Keira Mackenzie-Smith is a Hong Kong-based entrepreneur leading the dynamic team at Learning Curve Solutions. Learning Curve partners with service industry clients to create tailored programs in mystery shopping, research and management training. Learning Curve had its beginnings in Australia in 2005 before moving HQ to Hong Kong in 2010. Keira has a rich background in management consultancy, professional training, and of course, mystery shopping. Her enthusiasm and inspiring energy for the service industry drives her to make exceptional service a standard, not just a desire. During her years working as an accredited vocational education specialist, Keira built two successful businesses focused on grassroots training. One an accredited Australian vocational training college; the other, Learning Curve Solutions, a specialist training and research company working with service-related management teams in Australia and across Asia. Keira’s qualifications and professional skills lie in HRM, training and program design, business and operations management, consumer research and project management. Learning Curve.

Clint Payne

Clint Payne

Programme Manager, Customer Experience at MultiChoice.

Clint Payne, Programme Manager, Customer Experience at MultiChoice.

MultiChoice is a video entertainment and internet company with a strong presence in South Africa and across the African continent. MultiChoice provides multi-channel pay-TV and subscriber management services in 48 countries across sub-Sahara Africa and the adjacent Indian Ocean islands. 

"Measuring for design – how a combination of measurement tools can inform service design."

MSPA Africa Event 2019 / Africa Forum 2019