Module 2
1 Anonymity:
A good mystery shopper is always anonymous. A mystery shopper should be able to visit the same location a number of times without being detected by the staff. Mystery shoppers do not take forms on the premises with them and do not take notes when they are visible during their shopping time.
2 Reliability:
A mystery shopper who does not reliably complete assignments is of no value to our company and will quickly be eliminated from our shopper pool. Of course, we realize that occasionally a situation arises that prevents a shopper from completing an assignment they have agreed to take. Reliable shoppers contact us immediately to inform us of the situation. Reliable shoppers submit their reports within the 24-hour deadline after completing the shop.
3 Accuracy:
Forms must be completed in detail. Areas cannot be left blank. Questions cannot be overlooked. Your written observations must agree with the way you scored questions. If we have to contact you to ask for missing information or clarify what you have submitted, your payment may be reduced and your status as a shopper could be jeopardized.
4 Review:
After you submit your shopping questionnaire online it is reviewed by a supervisor, who checks it for completeness, detail, accuracy and to be certain that it meets the high standards of Mystery Shopper Online. You must be accessible to a supervisor during daytime hours and available to discuss your report, if necessary.
Other Considerations:
You must be at least 21 to complete an assignment.
You cannot shop a store or company where you or any member of your household is employed.
Names are very important: Your report loses most of its value if it does not correctly identify the people involved. If you are unable to get a name, an accurate description is the only acceptable alternative. (When describing people, use factual items, such as gender, height, hair colour and length, approximate age, glasses, etc. Please avoid descriptions that could be offensive to employees, such as “heavy set”, “chubby”, "foreign", etc).
Follow the specific instructions and complete all sections of the questionnaire: If you fail to purchase the correct item, fail to visit a department or don’t fill in a section – your questionnaire can’t be sent to the client and you risk not getting reimbursed for the shop and losing future assignments.
Some assignments call for you to write brief paragraphs about your experience: These are very important to the client. When making written comments, the comments must agree with your scoring. When you score something as “no”, be sure to comment on why you scored it that way. Report your detailed factual observations and personal reactions, not what you feel others might think. Frame your comments as “I felt…” or “I observed…” rather than “They should…” or “customers like…”
If an assignment is assigned at a particular time and date it is so we can measure all of a client’s stores at the same time to get a really clear comparison. If you find you can’t do an assignment and you’ve already booked it online – please let us know at least 24 hours before so we can re-allocate the assignment.
Please keep your details page updated. None of your details will be made available to anyone outside of Mystery Shopper Online. We will however give our client’s a snapshot of our database, for example we may tell them how many 30 years olds we have or how many shoppers wear glasses, so they can then target these groups for specific research purposes.
Please read ALL emails and assignment details carefully, as they will always provide important information regarding the shop and the client.
