Frequently Asked Questions From Clients
What is mystery shopping?
Mystery Shopping is an objective view of your business through the eyes of your customer. A mystery shopper visits your business anonymously, posing as a regular customer, to experience and evaluate the level of customer service provided. Mystery shopping provides management with a detailed assessment of employee performance and the variables that affect your customer's overall experience and satisfaction.
How can mystery shopping help my company?
A well planned and executed mystery shopping program will provide management with data and information to measure the current performance of their employees. The detailed feedback from the mystery shop provides your organization with an understanding of your staff's strengths and weaknesses, highlighting those areas requiring additional attention or training. Mystery shopping will provide your business with data and actionable information to increase sales, increase profits, improve customer satisfaction, and enhance employee performance.
How is Shoppers' View different than other mystery shopping companies?
The value in mystery shopping services is turning the data into useful, actionable information. At Shoppers' View, our comprehensive, highly effective system of feedback is designed to improve sales and enhance customer service and satisfaction. From our state-of-the-art recording software to our industry leading online reporting systems, Shoppers’ View is equipped to provide your organization with the feedback and information needed to improve your customer satisfaction.
How long does it take to design and implement a mystery shopping program?
At Shoppers’ View, we work closely with our clients to design a mystery shopping program that addresses your company's unique organizational goals, training objectives, and quality initiatives. On average, a new mystery shopping program can be implemented within one week of the initial consultation with the client.
How are my mystery shopping requests handled?
Shoppers’ View uses a team of account executives to handle all of our client requests. Each client is assigned to an account executive who is responsible for day-to-day client management activities including shopper follow-up, audit and review, and final distribution of the completed mystery shopper and program summary reports.
How are your mystery shopping requests scheduled?
Shoppers are scheduled through our in-house scheduling staff. Shoppers’ View selects only the best qualified mystery shoppers to perform evaluations. Each shopper has a detailed profile in our database that provides instant access to demographic information, as well as a complete history of their experience and certification level.
The performance of each mystery shopper is graded after the completion of each individual shop. This guarantees that we select only the best qualified mystery shoppers to ensure the quality of the reports.
How are the results of the mystery shops reported?
At Shoppers’ View, we utilize the Sassie Mystery Shopping System to manage and report all shopper results. As a client, you will be provided with 24/7 access to the shopper reports and summary data via a secure web browser interface.
Online data entry by shoppers provides instant access to the information by our Project Team for review and quality control. Once published, the data is available instantaneously for review by your list of approved users.
Does Shoppers’ View guarantee mystery shop reports?
Yes. All Shoppers’ View mystery shopping programs come with our 100% satisfaction guarantee. Should you receive a mystery shopper report that was not completed to your specifications or satisfaction, we will replace the evaluation at that location at no additional cost.
Frequently Asked Questions From Shoppers
Do I have to pay to sign up with a mystery shopping provider?
No. Shoppers’ View does not charge a fee to sign up to become a secret shopper.
Am I applying to work for Shoppers’ View?
No. You are NOT applying to be an employee of Shoppers’ View. There is no employee-employer relationship. You are an independent contractor with the option to accept or reject individual shopping assignments on a case by case basis.
How many hours will I work as a secret shopper?
That depends on you and your schedule. As an independent contractor, you have the right to accept or reject any assignment you are offered. Generally speaking, secret shopping is considered a part-time job with most shoppers working at least 20 hours a month.
Will I be penalized or removed as a secret shopper if I turn down a shopping assignment?
NO! We want our shoppers to enjoy the experience and be as comfortable as possible during the secret shop. As an independent contractor, you are not obligated to accept any shop.
How long does an average secret shop take to complete?
In most cases, the secret shop will take no longer than 30 minutes; however, you may be asked to complete several consecutive shops in one afternoon.
How will I know of an assignment?
You will be notified by Shoppers’ View via email if a job becomes available in your area that meets your specific shopper demographics.
Will my secret shops need to be done by a certain time?
Yes, you will be given a deadline that you will be expected to adhere to for each particular shop.
If I’m not an employee, why do you need my social security number?
Shoppers’ View will need your Social Security number in order to pay you as an independent contractor. This is a requirement of the IRS. If, in a calendar year, you earn compensation of more than $600 from Shoppers’ View, we are required to provide both you and the IRS with a 1099 statement of your earnings.
Can I also secret shop or work for other companies?
Yes. Many of our shoppers do mystery shopping on a part-time basis to supplement their income. Having another job or performing secret shops for another company is perfectly acceptable.
As a secret shopper, what am I expected to do?
As a secret shopper, you are responsible for visiting various businesses and conducting yourself as a typical customer. You will order meals or shop for clothing as you typically would, however, the company will rely on you to be particularly observant. After your visit, you will provide detailed information on your experiences as they pertain to the level of service you received from staff, the quality of products, etc. The fact that you are working as a secret shopper must remain completely confidential.
Do I get to keep the items I shopped for?
Yes, although it can depend on the assignment. Shopper payments/reimbursements are outlined for each assignment on our job board. Please review the details before agreeing to complete a shop.
Do you need shoppers in the area where I live?
Demand for shoppers changes on a regular basis. After being accepted as a shopper, you will have access to view shops available in your area. If your area does not show any available shops, it may be that the shops have been accepted by other shoppers in your area, or it may be that there are not any shops available in your area at this time. Clients are added on a regular basis, so you will want to check the site frequently for new shops.
How much do you pay for each secret shopping assignment?
Each shopping assignment has a different payment arrangement. The normal range of payment is between $10 - $40, although some assignments pay significantly more. Additionally for some assignments, such as a restaurant shop, the payment may be to reimburse you for the cost of your meal and the meal of a guest. The payment for each shop is clearly explained before you agree to accept the assignment.
How secure is my personal information?
Shoppers’ View will NOT share your personal information with anyone, and you will not find yourself on any mailing lists. Your user ID and Password prevent other people from accessing your information. You may change your password at anytime. It is important that you protect your information by not sharing your ID or Password with anyone else.
Am I required to have any particular experience?
No, you are not required to have any specific experience to be a mystery shopper, however, personal qualities such as being observant, having strong communication skills and having the ability to meet deadlines are necessary. Though not required, any prior experience in the retail, financial services, hospitality, leasing, or customer service industries will serve as a helpful aid in your role as a secret shopper.
How much can I realistically expect to make overall as a secret shopper?
The amount of money you earn as a secret shopper is entirely up to you depending on the number of shops you are willing to perform. Working part-time, most secret shoppers earn between $200-$300 per week; however, a full-time secret shopper can earn upwards of $20,000-$30,000 a year.
I have a baby or small children. Can I still be a secret shopper?
This varies by assignment. Children can sometimes be included in the shop scenario; however, it is dependent on the specifications. Conversely, there are certainly some secret shops where it may not be appropriate to bring children.