The first book on Mystery Shopping written for companies, written by Veronica Boxberg Karlsson, the founder of Better Business. It serves as both educational material and a reference guide for organizations starting or already using Mystery Shopping. Written in English, the book explores the growing industry, its history and theories, and explains how Mystery Shopping can be used to measure and evaluate company leadership.

What does the book contain?

· The book presents in a pedagogic manner the management’s role and responsibility for the customer services.

· You only get one chance to make a first impression. The authors elucidate the importance of customer service as a tool for the strong competition in today’s business environment.

· The book gives the reader a detailed introduction to Mystery Shopping; it explains what Mystery Shopping is and what it is not and how Mystery Shopping can help the company to become successful.

· The reader will be informed about how to measure the performance of the company, how to improve the company’s service, follow-up the concept and the result “at the bottom line” with the help of Mystery Shopping.

· The author also points out the best way to use Mystery Shopping and how the method should not be used