Frequently Asked Questions

It is possible to obtain enough reliable information to identify potential improvements for one branch or site for as little as a few hundred pounds.

Each project is priced according to the level of detail required in each report, and the schedule and quantity of reports. We ask all clients to have an initial wave of reports in quick succession, to get a reliable picture of their true baseline or starting point, so that they can then benchmark their performance and measure their progress against either this level (or against a competitor's performance, or both).

Each assignment will be different. In each setting, you will "act" like a normal customer, ask questions to staff, and probably choose and order some relevant goods or services. In some cases, the assignment will require you to act out a very specific scenario (e.g. ask a particular question or present a particular problem). Each assignment will present a new challenge, and this is both exciting and rewarding. As the "shopper", you need to remember, and act upon the precise instructions you're provided with, and yet make sure that you're not revealed as a Mystery Shopper. This can be quite a challenge! – especially when you start out.. but it quickly gets easier.

Jobs are only assigned to shoppers once they have passed our strict selection process.

We make our requirements for accuracy and above all honesty, clear during the initial induction process. Reports require very clear and detailed information, usually including precise visit times and staff names or descriptions. Each and every report is double checked for quality and consistency by a company director. If any claims within a report appear to be contradictory or inconsistent, these issues will be investigated. If we ever had concerns of information being falsified or made up, then we'd address these with the shopper concerned. If we were not totally confident in the information that we had been given, we'd arrange for a "shop" to take place again (of course at no cost to the client).

If a member of staff at a client organisation disputes any claim made by a shopper, then we work with the client to establish the truth. Where this is not practical, we will offer to have the visit repeated, or credit the client's account.

In reality, there are multiple levels of quality control that prevent problems such as this.. the first one being the recruitment of reliable, diligent and honest Mystery Shoppers.

On a simple practical level, it occasionally happens that a Mystery Shopper is spotted by a member of staff. If this happens, then the results of the visit must be discarded (and the visit rescheduled). On the plus side, if there is acute awareness that Mystery Shoppers may visit, then this in itself can help raise standards.

We strongly advise (in line with Market Research Society regulations) that employees should be informed of the existence of a Mystery Shopping programme, and preferably that staff, or at least relevant managers, should have input into discussions about which areas are going to be observed and measured.

If it is not handled correctly (or not handled), there's a risk that the existence of a Mystery Shopping programme could be seen in the wrong way, and this could reduce trust and lower staff morale. However, it is becoming extremely modern in all types of workplace, so there is absolutely no reason why it should not be accepted as a normal (and necessary) part of modern working life.

With the right approach it should be seen (correctly), as helping everybody to gain useful feedback to help improve their performance. It should help create an atmosphere of healthy competition. Any ways that strong performance can be rewarded and recognised will help ensure maximum benefit from a programme of Mystery Shopping, and reduce the risk of any negativity among staff.

There can be a lot to remember, and the requirements for how each visit is carried out can be extremely specific – but instructions must be strictly adhered to.

Also the reporting that follows straight after each visit must be completed fully, clearly and accurately, without mistakes, and without inconsistencies. This can take significant amounts of time and requires real concentration.

It is essential that clients are not let down in terms of speed of delivery or the standard of reports. Mystery Shopping is an activity that's only suitable for those who are fixated on quality and accuracy.

Mystery Shopping is stimulating, rewarding and exciting. If you are a diligent, organised person who's passionate about good service, this is a way for you to help improve standards in businesses in your local area. It can provide a real sense of satisfaction, both when you spot things that are being done well, and when you know you've identified something that a business manager or owner is probably going to want fixed. It is also surprisingly mentally challenging, in terms of observation skills, memory, and the ability to multi-task, and it also helps you to develop your commercial awareness.

The requirement for total confidentiality regarding all client assignments is contained within a legally binding the agreement when shoppers first register with us, along with the need to attend to any accepted assignments on time, the need to remain discreet and "under cover" during assignments, and the need to not accept assignments where there is any direct or family connection to the organisation in question. Any breach of any of these rules would result in immediate termination and removal from our shopper database.

Although we would have all of your evaluation records with us at all time. In case of non-payment of fees, you can refer back to the numbers of assignments conducted - so that we can make the payments.

The scams usually involve potential shoppers paying a fee in order to be given preferential access to lucrative or high value shopping assignments. We would recommend that you never pay a fee to anyone to register for Mystery Shopping jobs and we certainly would never ask for one.

Application approval is based on multiple factors like any specific profile that the client mentions, completion percentage of your profile details, how early you have applied for the audits. If your application is approved, our account manager will call you to finalize the audit date. Till then, feel free to apply to any other opportunities that interest you.