Jan Carlsson

Executive chairman of Ledstiernan, Chairman of Involve Learning A/S and Karl Stockman AB. Member of the boards of Cell Network AB, Avisator AB, Kimoda.com AB, Travis A/S, Intentia AB, Merkantildata A/S and E. Öhman J:or AB. Chairman of the Swedish Tennis Association. Background: Former president of Vingresor and Linjeflyg. President and CEO of SAS 1981-1993.

Delegating responsibilities to employees always pose a risk. It takes courage and trust when one no longer is in control of all decisions or what is going to happen in all “Moments of Truth”. Management has the responsibility to make sure all employees are properly executing the company concept; that they get feedback, are rewarded and make progress. Measuring employee motivation and what happens in the “Moment of Truth” is as important as measuring customer satisfaction, cash flow and financial status. That’s what this book by Veronica and Kristina is all about.

Mark Michelson

Michelson & Associates, Inc. Founding President, Mystery Shopping Provider's Association

"Measuring Management and the Moment of Truth" is the first and most comprehensive management book on using mystery shopping co-authored by two of Europe’s leading experts on mystery shopping. Veronica Karlsson and Kristina Horbec help managers gain an understanding of mystery shopping using real-world applications that will improve their operations and marketing. From simple visit evaluations to trend analysis, this book covers everything a manager needs to know about the tools, the terminology and the industry. Most importantly, this book will help managers ensure successful development, launch and refinement of mystery shopping programmes to ensure what was intended to happen at the moment of truth is what actually happens. I highly recommend this book for anyone who is involved in mystery shopping, from the novice manager to those with years of experience.

Harvey Gilbert

Harvey Gilbert has more than 30 years experience in market research, including 15 years specialist experience in mystery shopping; having successfully built and sold two mystery shopping companies. Harvey was on the MRS subcommittee which first produced guidelines for conducting mystery shopping in the UK, was on the first MSPA Europe board as Vice President, has spoken on mystery shopping at many conferences, and is now a freelance consultant and also a shareholder in AQ Services International. AQ has offices in The Hague, Singapore and Tokyo, carrying out mystery shopping assignments in the Benelux countries and throughout South-East Asia. AQ was a founding member of International Mystery Shopping Alliance [IMSA], the largest global mystery shopping provider. Harvey can be contacted at harvey@harveygilbert.co.uk

Veronica and Kristina have written a book that everyone involved in mystery shopping should read and learn from. It gives a great perspective on the mystery shopping business; its history, techniques, regulation, uses, and the pitfalls awaiting the inexperienced. This book contains the detail that anyone new to mystery shopping needs to know, whether they are considering setting-up their first mystery shopping program, setting out to offer mystery shopping services, are a student, or have some other interest in mystery shopping. The experienced mystery shopping practitioner will also appreciate that Veronica and Kristina have not just given us the facts; they have given us their strongly held opinions and views, which I for one value greatly.I think that their key contribution is to demonstrate that mystery shopping is not just an invaluable information-gathering tool, but how that information can be used to improve the user’s business and organizational efficiency, and thereby produce a very real return on their investment in mystery shopping. I recommend that you read this book through and then keep it handy as a very useful reference tool. It will serve you well.

Your book is going to be the most comprehensive and covering summary of the mystery shopping business in the world. Other handbooks about mystery shopping look childish when compared with this. Congratulations!

Veronica has done a fantastic job for developping the use and the image of Mystery Shopping. Veronica had done a great job in being" the first President of MSPA Europe. Her book will be a "Must" on the Mystery Shopping market!

The “Measuring Management and the Moment of Truth” help managers to understand how use of mystery shopping can improve their operations from real-world visit evaluations and answers to questions: ”What is really going on? Can we measure it?” to trend analysis and creation of new business ideas. This book contains the details that anyone who wants to be involved somehow in mystery shopping business (as professional or as a customer) needs to know. Book is easy to understand and full of useful information, ideas, suggestions and comments.I recommend this book to mystery shopping professionals as well as to managers who are planning to use mystery shopping as an added value trying to understand their business, their customers and the market.