This presentation details the steps taken to develop a new Mystery Shopping Business in Europe, as well as the challenges faced during the process. It includes an explanation of specific strategies being implemented to improve value to clients and increase profit, as well as of some plans for future development.

2. Profiting in Developing Countries - AProfiting in Developing Countries - A
European case studyEuropean case study
Presented byPresented by
Eva Parvanova, Owner/ CEOEva Parvanova, Owner/ CEO
Face Off Bulgaria – The Mystery Shopping CompanyFace Off Bulgaria – The Mystery Shopping Company
66thth
Annual MSPA AP ConferenceAnnual MSPA AP Conference
08-10 November 201008-10 November 2010
Bali, IndonesiaBali, Indonesia

3. AGENDAAGENDA
 What Face Off is and how it all startedWhat Face Off is and how it all started
 What we have achievedWhat we have achieved
 What we want to doWhat we want to do

4. HOW IT ALL STARTED…HOW IT ALL STARTED…

5. 
Silent Customer Survey
0
1
2
3
Cleanliness Attentive
and efficient
staff
High quality
and well
maintained
restaurant
hall
Atmosphere Well
furnished
dining room
Lighting Prompt and
efficient
order-taking
Prompt and
efficient
food service
Prompt and
efficient
billing
UNIVERSITY PROJECT - MYSTERY SHOPPING
as a tool for measuring and improving customer service

6. IN THE BEGINNING ITIN THE BEGINNING IT
WAS…WAS…

7.  Pioneer
 Partner
 60-70 EUR
 Influence
service

8. IN REALITY…IN REALITY…

9.  Overcrowded
 Pending MSPA
membership
 Low
understanding
60 EUR -
no way!

10. What shallWhat shall
we do?we do?

11. We focused on
creating valuevalue to our customers
and profiting moreprofiting more
by offering:
THAT IS WHYTHAT IS WHY

12.  Quality
 Specialisation
 Personal touch
 Innovation
 And by always saying
“YES”

13. ADDED VALUEADDED VALUE

14.  Free visits
 On-line MS software
 Speed of service
 Presentations, additional charts, e-mail &
phone checks, meetings, shopper transport
 High level mystery shoppers

15.  Certification
 24/7 personal contact and attention
 Diversifying questionnaires
 Motivational games
 Flexibility
 Innovative thinking

16. FIRST MYSTERY SHOPPING DAYFIRST MYSTERY SHOPPING DAY
IN BULGARIAIN BULGARIA

17. Special guest Mr. Mark Michelson

18. 100 participants
Big media coverage
Increased brand and
service awareness
New clients
RecapRecap:

19. MSPA MEMBERSHIP!!!MSPA MEMBERSHIP!!!

20.  MSPA Membership
 Participation in worldwide surveys
– Smiling Report, Queue Survey
 PR – in leading newspapers, on-line
portals and TV
 Increased profits

21. OTHER ACTIVITIESOTHER ACTIVITIES

22. New image
interactive
website,
CD business cards,
Facebook page,
blog

24. PROGRESSIVE Magazine’s First Retail ConferencePROGRESSIVE Magazine’s First Retail Conference
SponsorSponsor
ReachReach
Presence
Presence
Articles
Articles
Response
Response

25. AS A RESULTAS A RESULT

27. WHAT WE WANT TO DOWHAT WE WANT TO DO

28.  Diversify
 Ratings.bg
 Open Days
 Consulting
 Training

30. THE MILLION D$LLAR MANTHE MILLION D$LLAR MAN
Concept of Arnold Terpstra
from Retail Reality, Holland

31. UPDATE OUR SOFTWAREUPDATE OUR SOFTWARE

32. BenefitsBenefits
 Networking
 Exchanging
experience
 Subcontracting
 Partnerships
 Quality stamp
ChallengesChallenges
 More value
 Subcontracting
 Raising awareness
 Barriers to entry
 Communication

33. QQ&&AA

34. Profiting in Developing Countries - AProfiting in Developing Countries - A
European case studyEuropean case study
Presented byPresented by
Eva Parvanova, Owner/ CEOEva Parvanova, Owner/ CEO
Face Off Bulgaria – The Mystery Shopping CompanyFace Off Bulgaria – The Mystery Shopping Company
66thth
Annual MSPA AP ConferenceAnnual MSPA AP Conference
08-10 November 201008-10 November 2010
Bali, IndonesiaBali, Indonesia