Mystery shopping, or secret shopping, is a process by which Field Reps evaluate and report their experiences as a customer to help retail stores, restaurants and other businesses improve operations. Because field reps are anonymous to employees, the information they gather accurately reflects the experience of a “real” customer. Mystery Shops are either announced or unannounced and can be used to evaluate compliance with both brand/corporate standards and customer experience.
Mystery shoppers, auditors and field reps are one in the same: representatives of the ExpertFIELD FORCE. We call our “mystery shoppers” field reps because they receive instructions and resources necessary to give our clients the most powerful and accurate data in the industry. The field force is comprised of individuals with varying skill levels, enabling projects ranging from product retrievals to more technically-based projects.
In addition to evaluating the customer experience, field reps may also evaluate facility standards such as cleanliness, signage, and merchandise condition. In many cases, field reps discreetly photograph and document conditions and make a small purchase to receive a receipt that validates the date and time of the visit. Data received by field reps can be leveraged for further analysis and insights, as part of the ExpertMARKETING service offering.
Unless the client’s instructions for your assignment require you to bring a child you may not bring them along with you when completing your assignment. It is recommended that you review each individual assignment’s requirements prior to conducting a shop to prevent any potential issues.
You will need access to the following equipment to complete your assignments:
• Personal computer with Windows XP, 7 or 8 (Mac OS X is not currently supported)
• Internet Explorer (Version 7 or later)
• Digital Camera (minimum 3-megapixel capability)
• Adobe Flash Player
• Adobe Reader
• High-speed internet access
• Valid email address
• Landline or mobile phone number
After completing an assignment, you will be asked to submit an Online Report of your findings. In these reports, you will answer a series of questions about your experience and provide written comments to support your answers. You are asked to simply report the facts of the mystery shop/quality audit and keep your feedback free of bias and personal opinion.
Within the United States, payment is offered for completed mystery shop assignments through both direct deposit (to checking or savings accounts) and payment via PayPal. For quality audit assignments, payment is made through checks.
PayPal is utilized to pay Field Reps outside the United States for Mystery Shop assignments. If you live outside of the United States, you will be prompted to register for a PayPal account from your profile payment page. PayPal payments are processed on a weekly basis.
Payments are made on a weekly basis for both mystery shops and quality audits. All aspects of the mystery shop/quality audit, as outlined in the client’s instructional presentation and Job Information page, must be correctly performed. Once complete, the online report must be submitted by the due date.
The rate for each mystery shop/quality audit varies based on the requirements of an assignment. Mystery shop/quality audit commissions and reimbursements are always outlined in the Job Information or Project Details page.
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