In this episode of the Ipsos Experience Perspective Podcast, host Rob Rose converses with Andrew Firth, the Head of Advisory and Analytics at Ipsos, to delve into the intricacies of mystery shopping and the crucial role played by the Mystery Shopping Professionals Association (MSPA).

Andrew, holding the position of president for the MSPA's Europe Africa chapter, sheds light on the association’s mission to maintain high standards across the mystery shopping sector through collaboration and raising the bar by establishing industry standards.

We also explore how the MSPA’s activities contribute to growing the industry, exploring how the MSPA support organisations in their push to achieve operational excellence and through championing the significant technological advancements of recent years.

Despite the pace of change in this area, a final topic covered focuses on the continued importance of human interaction and assessment in ensuring accountability and compliance.