Module 3
This module teaches participants how to write professional and detailed reports that meet client standards. Participants will review sample reports and learn common pitfalls to avoid.
Key Concepts:
• Report Definition: A document detailing a mystery shopper’s observations and experiences during an evaluation.
• Structure: Reports should include facts, timelines, descriptions, and answers to specific questions.
• Clarity: Information must be easy to read and understand, free from grammatical errors.
• Submission: Reports are usually submitted online or through our app.
Mystery Shoppers are required to complete the following;
Visiting retailers and other similar establishments in order to evaluate the overall shopping experience while remaining discreet and pretending to be a regular customer:
Traveling to different store locations when required;
finding a specific product as instructed or purchasing a random product;
taking notes during the visit that will be later used for writing a report;
using their own money to make any purchases to be reimbursed once all the required duties are completed;
using caution and restraint when making purchases so as to not go over the budget established by the employer;
keeping the receipts; and
following the specific shopping instructions of the employer.
Interacting with employees (e.g.Waiters, Salespersons, Cashiers, Bank Tellers, and Managers) of the establishment they’re assigned to visit:
Asking questions about a product or service like a regular customer would;
evaluating the level of customer service provided by the employee, as well as their selling abilities; and
making observations about the employees’ behaviour and answers, in some cases, even learn their names and being able to describe them.
Filling out a questionnaire and writing a report about the visit and the service received, including all the details about their shopping experience:
Filing or sending their finished reports via email or fax when required, along with the receipt of the purchase, if any; and
waiting for the employer’s final confirmation on the completion of the assignment before getting paid for their services.
It is the responsibility of MSJA to ensure mystery shoppers are aware that they may be identified during the project.
It is the responsibility of the MSJA to ensure mystery shoppers are aware of any risks involved in any project .
It is mandatory that all mystery shoppers shall receive agreed compensation for each project undertaken.
It is mandatory that all mystery shoppers shall be reimbursed for any pre-authorised purchases made as part of the mystery shopping process.
It is mandatory that the mystery shoppers shall be informed in writing of the payment processes and timing, and of the consequences of not performing the agreed mystery shopping contacts to the required guidelines, including the consequences of a ‘no show’ at any of the agreed mystery shopping contacts.
