Module 3
1) Review the questionnaire and assignment details prior to accepting the assignment and again before undertaking the assignment: - Pay careful attention to your requirements i.e. what to purchase, when the assignment is to be conducted and due; as well as attention to detail on service, product and facilities. Please print the assignment details and the questionnaire.
(2) Visit the correct location: - If unsure of location, call the location or email Mystery Shopper online to get directions or to clarify its location if needed. Check the address on your assignment to make sure you go to the correct location.
(3) Shop only on the assigned day and conduct the assignment at the exact time noted on the assignment details: - Contact Mystery Shopper Online if there is any issue with conducting the assignment after acceptance online. We require a minimum 48 hours notice to arrange alternative shoppers.
(4) Purchase the goods/services as per the assignment requirements: The assignment details will specify what you are to purchase as part of the assignment. If other people are joining you this will not be reimbursed or to be included in the assignment. You are to order for them separately. The client requires specific feedback on the items listed in the requirements.
(5) Note the temperature of the food: - If required for a food retailer, the temperature of the food should be done immediately after receiving the food. This applies to dine in, or drive thru. Evaluate all aspects of the food relevant to the assignment i.e. temperature, taste, appearance and packaging. Temperature of hot food drops significantly within minutes of packing if takeaway.
(6) Note times: - Ensure that you are discreet at all times, particularly when assessing times. Observe and note the exact time in minutes and seconds when entering the restaurant, joining a queue, are greeted, receiving your purchase and departure and ensure this is translated accurately into the assignment. Do not use approximates – record the ACTUAL TIME if required to do so.
(7) Note facilities for cleanliness and maintenance: - Evaluate the restroom upon entering the location. Observe dining room tables, floors, ceiling etc whilst inside the premises. Evaluate thoroughly the exterior cleanliness and maintenance, including windows, car park, garbage rooms, signage etc. For Drive Thru checks, please park the car & use the restrooms to check the dining room and rest room cleanliness and maintenance.
(8) Pay attention to the employees: - Your assignment will be specific to the employee(s) that serve you for “Service”, however, some questions are general to all employees in regards to dress standards, behaviour etc. Check for nametags, but do not ask for names. If the service member does not have a nametag, please provide a full description.
(9) Comments: - Please keep comments of a personal or colloquial nature out of the assignment (positive or negative) and ONLY comment as to specific issues relating to this experience.
(10) Confidentiality: - As per the terms of becoming a mystery shopper, confidentiality is critical. Under NO circumstance are you to reveal your identity; also under No circumstance are you to fill in the assignment on the premises (including car park) or to have it in view of employees. If there is an issue with your meal or service etc, then correct it immediately with the service person or manager without revealing your identity.
(11) Complete the assignment: - Mystery Shopper online requires assignments to be entered ONLINE WITHIN 24HRS. We recommend that you enter all details in immediately after conducting the assignment. Alternatively, write all responses on the questionnaire you have printed and then enter the information as soon as possible within the 24 hours time period.
