the principles of spect services

SPECT provides mystery shopping services in accordance with four key principles. SPECT maintains that the upholding of these four principles is what essentially differentiates a professional mystery shopping (MS) service from non-professional one.

·	First of all, there is the objectivity principle. Just like journalists, we have to clearly separate facts from their interpretation. SPECT investigation reports provide the actual customer service facts separately from their commentary, which follows after. Our mystery shoppers have been trained to provide information in such a way as to leave as little space as possible for a subjective interpretation of an individual investigator. They act in accordance with the general standard for mystery shopping activities, thus the facts provided by them can be compared and collated.
·	Secondly, we have to maintain a wider perspective. We consider our service to be executed professionally only when we are able to not only point out to the client what mistakes are committed by his personnel in their interaction with clients but also to explain why such mistakes occur. Only after we relate the outcomes of the MS investigation with the measures that ought to improve the situation do we consider the investigation to have fulfilled its purpose.
·	Thirdly, our investigations must be relevant. A SPECT investigation must be beneficial to the client to the maximum degree possible. We cannot afford the luxury of investigating issues that are not relevant to our client. We must be fully aware of exactly what the client expects of the investigation. We trade opinions on what may be possible customer service gaps and discuss what we will be investigating in concrete terms. Thus the client finds these investigations much more beneficial.
·	Lastly, we follow the principles of confidentiality and respect. We are here to improve the quality of customer service. Thus we view the problems we discover as an opportunity to provide value added to our clients. All of our employees sign an agreement of confidentiality.