Frequently Asked Questions
How do I access my reports?
As a client, you're able to log in to the secure client's area of our website and access your reports as soon as they become available. We use a word class online reporting system that enables you to get the most recent and the historical data that's most relevant to you, helping you to see what's improving, and what's not, so that you can take suitable action.
How are the various mystery shopping companies different from each other?
One way is through the style and quality of their approach to reporting (see above).
Another difference can be the way that companies steer and direct shoppers and / or edit the reports provided by shoppers. It's been suggested that some companies will exaggerate problems to justify their own existence. A more understandable tactic is where companies can serve slightly exaggerated praise in the interests of diplomacy to protect staff morale.
Another important area of difference is how companies understand and adapt to the requirements of clients. the levels of support, creativity, and care that are provided to clients.
Clients of Customerwise all receive personal account management from a company director.
Do I need to have my own transport?
Not necessarily, but if you do have we may be able to offer you more assignments.
Do I need to have experience in mystery evaluation?
Prior experience in mystery shopping evaluation is not mandatory for an assignment. After screening the information or data provided at the time of registration, we will at times, also provide appropriate training and guidance to you for conducting audits. Please do not let this prevent you from applying to assignments.
Do I have to spend my money on products I don’t want?
No. You will not be required to spend your money on goods that you don't want, unless with specific assignments this is reflected in an allowance for reimbursement of your expenses, or a suitable amount being added to your fee.
Every assignment is different, with different compensation as well as instructions. You're able to see the details of each job (and ask any questions if you need to) before you choose which you accept and which you don't.
In some cases you may need to make purchases as part of the assignment. Where the transaction is fairly low cost there may be a specific allowance (where you'll be reimbursed based on your receipt up to a specific value), or your "fee" will be set higher to allow for an amount for you to spend within the store as you choose. In other cases (especially higher value transactions) you will be required to make a purchase (and you must have the available funds to do this if you accept the assignment) but you are given the ability to return the goods for a full and immediate refund.
Do I get paid travel expenses like mileage and parking?
Depending on the assignment there may be a mileage-based travel and possibly a parking allowance available. This will be made clear on the details for each assignment, before you decide whether to accept or reject the assignment. The details about your availability and range will be used to consider whether you will be suitable for new assignments in your area as they come up.
Can I take other people (adults or children) with me on assignments?
This again may be possible (or even required) on a case by case basis. For a visit to an attraction, it may be a requirement for the shopper to have a family and take young children. For other assignments, it will be a requirement that you go alone.
Aren’t there better alternatives to mystery shopping?
There are other ways to gain feedback. Many of them can be useful, but results depend on the amount and quality of feedback that's obtained and this can be a challenge. None of those methods offer quite the same thing as Mystery Shopping.
One hurdle is around getting customers to spend their time providing truly detailed feedback, knowing that you're getting a good cross section and a reliable picture. Even where customers are rewarded for participating in a survey, you may not hear from those who are cash rich and time poor.
When a Mystery Shopper visits a location, they're prepared and focussed on observing everything that's relevant, and reporting back on their entire experience: they're being paid specifically to do so. Unlike "real" customers who might have individual preferences and bugbears, the Mystery Shopper reports on everything, impartially.
The quality of this feedback can't be matched, even by piecing together comments from complaints, and customers who can be persuaded to take part in any sort of survey. Surveys are hugely valuable and in today's world it's essential to listen to and engage with your customers online.
However, these methods don't provide the same focussed, high quality, and reliable data that's available through mystery shopping.
Are there different types, styles and approaches to mystery shopping among service providers?
Yes. There are a few main types of Mystery Shopping including standard "in-person" shops, those where the Mystery Shopper "reveals" themselves as the shopper, telephone orders or enquiries and online "shops" where again the entire experience can be examined and reported on. It is also possible for a Mystery Shopping to be used to assess almost any part of parts of a transaction.
Different mystery shopping companies also have their own approaches and styles. Differences include the quantity and the quality of standard "yes/no" questions and "score out of x" questions used within questionnaires and reports, and the quality and quantity of commentary sought and provided from the Mystery Shoppers themselves.
Some companies provide reports that are very brief and basic, and some are long and exhaustive.
It's obviously possible for reports to be lack important detail, either through an inadequate brief or questionnaire, or through a poor job done by the shopper themselves.
It's also very possible for reports to focus on yes/no questions that are too vague or too restrictive, or don't allow for the variety that exists in real human interactions. Some companies provide reports that are very lengthy, and yet don't necessarily provide much value to the time-pressed reader.
Indeed, poorly designed projects can fail to highlight real problems, or highlight problems that don't really exist.
We try to focus on the issues that have the highest impact on customer satisfaction and sales. Questions are carefully worded in order to be clear, but not overly restrictive. We include "scoring questions" where appropriate in addition to "yes or no" questions, and we invite commentary where it's needed, but not for the sake of it. We work closely with clients and welcome their ideas and suggestions, and we're totally open with them about which areas of their organisation are reported on and how.
Are there any other important do’s and don’ts?
As mentioned above, informing and involving staff is very helpful in achieving buy-in, and reducing the risk of negativity. There are also other key points including intelligently identifying what should be assessed, setting achievable and realistic objectives.
Our job is to work with you and guide you to make sure that you get the most out of a mystery shopping campaign. See our standard 6 step process for how we set about this.