1. What is Mystery Shopping?

Mystery Shopping is a specialized research methodology used for measuring, monitoring, and maintaining operational standards and compliance of customer service and operations within a company. For companies that operate numerous locations, Mystery Shopping quantifies how each unit operates comparatively to predefined standards of expectation. This insight is achieved without the bias that can accompany self-assessment and provides a clearer, more accurate picture of the customers' experiences and the Associate/team's strengths and areas of development.

2. Should I become a Mystery Shopper?

Mystery Shopping offers insight to impact change for all types of selling environments, including retail stores, restaurants, financial institutions, hotels, etc. It is both enjoyable and rewarding. Work as a Mystery Shopper is well suited to anyone who would benefit from working highly flexible hours, earning a reasonable wage, working for a company that provides a number of diverse assignments, and in some cases receiving free products and services.

Mystery Shopping is not just about fun, as it is also a very serious business. Many companies use Mystery Shopping results as a vital component in reviewing and assessing employees and management. Important organizational decisions are based on the information gathered from Mystery Shoppers. All the detailed reporting that we provide to the Client is only as good as the information that you supply, so you must provide accurate and detailed facts. Mystery shoppers should prepare themselves thoroughly before conducting each and every assignment. Since every project is unique to a specific Client, it is important that the shopper read the evaluation criteria carefully for each new assignment they complete. The identical question on two separate client questionnaires could be evaluated in two entirely different ways, depending upon the Client's evaluation criteria. The more precise your feedback, the more valuable the information is to our Client.

3. Where can I receive more information about the Mystery Shopping industry?

If you would like more information pertaining to the Mystery Shopping Industry, you can access the Mystery Shopping Providers Association (MSPA) web site at www.mysteryshop.org. The MSPA was formed for the purpose of strengthening the Mystery Shopping industry throughout the world. It is the goal of the organization to improve and stimulate the acceptance, performance, reputation and use of mystery shopping services internationally. Their web site is a comprehensive site with information about the Mystery Shopping Industry, the companies within it, and the many advantages of Mystery Shopping.

You can also visit any search engine (i.e.; Yahoo, Google, Lycos) to find out information about Mystery Shopping as an Industry. While on any of these search engines, type in a key term, such as "Mystery Shopping", in the blank field provided.

4. How much will I be paid for each assignment?

Shoppers are paid as independent contractors. Every shopping assignment has different factors, but most payments fall between $8 and $20. The personal extras like the free products and services that are available on many assignments certainly raises this rate of pay. Examples of free products and services include reimbursements for movie tickets, automobile repairs, meals, overnight hotel stays, etc. Each assignment varies and may be subject to change.

5. How much time does it take to complete each assignment?

The time it takes to precisely complete an evaluation depends solely on the scope of the assignment and the client criteria. An evaluation can take anywhere between 5 minutes and 2 hours (some projects require an overnight stay). Your level of experience may also play a part in how long it will take to accurately complete an evaluation. The more experienced you become as a shopper, the less time it usually takes to complete an assignment. It is important to remember that evaluations must be completed accurately and in detail. All submitted evaluations will be validated for credibility and content. In the event an evaluation is incomplete and a shopper does not provide the necessary information the shopper will not be paid.

6. If I conduct Mystery Shopping assignments for one company , can I still work for other companies?

You may work for as many companies as you wish. Mystery shopping should be considered part-time or intermittent work. The volume of work available for you is based upon the amount of work open in your area, the number of shoppers conducting assignments in your area, your level of experience, your Shopper Rating, your professionalism on past assignments, client specifications, and demographic restrictions.

7. Will I be required to make a purchase when I conduct an assignment?

Most assignments do not require you to make a purchase. Depending upon the specific assignment, its parameters, and the client specifications, a purchase may be required. Whenever an assignment requires a purchase you must retain a receipt of the transaction for validation. If a purchase is necessary the assignment guidelines will highlight how much you will be reimbursed.

8. Does the assignment have to be completed at a specific time?

Assignments are to be completed within the times and/or dates listed in the assignment detail. Should there be specific client parameters for completing an assignment this information will be provided prior to accepting the assignment.

9. What should I do if I cannot complete the assignment after accepting it?

If a problem arises that prevents you from completing an assignment you have in progress, you are expected to immediately refuse/reject the assignment by emailing your Scheduler. If you accept an assignment and refuse/reject it, your rating may be negatively impacted. You should not take on any assignment(s) if you are not positive that you will be able to successfully complete them during the specified dates and/or times and according to the Client's specifications.

10. Who will see my completed mystery shop forms?

Reports are processed and reviewed by the mystery shopping company's editors and administrators. These individuals ensure that all information is entered correctly and that all statements are factual. Once scores are tabulated, individual store reports and detailed summary reports are forwarded to Store Managers, District Managers, Regional Managers, and our client's corporate headquarters. Store Associates that have been evaluated may see your shopper reports, so it is very important to be fair, honest, and objective when completing your evaluation.

11. How do Clients use the reports/forms that I complete?

Clients use the reports to measure, monitor and maintain operational standards for customer service delivery, compliance of policies and procedures, competitor analysis, and to monitor a training initiative or to create a new training practice. This research is used to understand the face-to-face customers' interaction or "moments of truth" for all points of contact