Frequently Asked Questions

For Businesses

Frequently asked questions for Businesses

It's a type of research used by businesses in which someone "poses" as a real customer, normally transacting with the organisation, and then the person prepares a report about their experience, which is submitted to the organisation.

The information in the report is used by organisation to help them better understand the experiences of their customers. Information provided in the report is objective, balanced and sufficiently detailed. It can be used to help a business to see ways to improve, for example through staff training or through better systems and processes.

Too many to list – it is almost endless! People normally imagine hospitality, supermarkets, fashion and other retail shops, but Mystery Shopping is also used by professional and business to business service providers, for travel and transport operators; local authority services; education providers; optical care; tourism; automotive sales and service; property sales; elder care, events, experiences and attractions, and in other settings.

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.

Our Shoppers come from all walks of life, with a wide range of ages, income levels and interests. We seek this variety so that we can send the most suitable people on the right assignments. What they all have in common, and need to demonstrate at the outset, are the key attributes of keen attention to detail, memory, reliability, and strong and clear written English.

As discussed elsewhere, we work with clients to ensure that when a site is visited, the Mystery Shopper is going to be observing and reporting on the right things. Before the shopper attends any assignment, whey will have read a clear and comprehensive brief, and the questionnaire that they will be required to complete after the visit. Shoppers are also given support, coaching and feedback on an ongoing basis, and for any particular assignments when it's required.

We make reports available to clients quickly. It's a maximum of 3 working days from the visit taking place, but it's normally well inside of that.

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.

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.

Very quickly. Within one month, and possibly sooner, you could have a reliable collection of reports containing information that clearly indicates ways that you can significantly improve levels of customer satisfaction and increase sales.

Very quickly. To get the ball rolling, contact us for an informal initial discussion. You could be starting to receive feedback in 1-2 weeks.

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.

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).

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.

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.

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.

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.

As we've said elsewhere: We're competent, and we care. We respect your time. We're very helpful, and resourceful. We're focussed on producing real measurable results for you in the shortest time possible. The directors of Customerwise include members of the Market Research Society and we have a solid track record of providing high quality B2B consultancy services.

We're also determined to ensure that a decision to work with us is one that's impossible to regret:

We don't try to tie clients in with long contracts. You can cancel a programme any time you like.

And if we ever fail to impress you (with our service generally or even one of our reports), just let us know and we will refund your last payment or cancel your unpaid invoice.

For Mystery Shoppers

Frequently asked questions for Mystery Shoppers

You go here and begin the process by providing us with some of your information, and confirming your agreement to the simple contractor agreement.

You get paid for each report you complete and approved by the client. Mystery Shopping is realistically only able to supplement a person's income. The availability of work can be very changeable.

The payment vary from assignment to assignment, but it is always informed in advance. We will also inform you of any reimbursements against purchases or services availed during the audit.

The payment will be transferred in the beginning of the third month from the assignment date. For example., assignments done in April will be paid in the beginning of July. Our automated system will email you as soon as your payment is processed. The mode of payment includes online bank transfers.

We ask for shoppers to provide as much relevant personal information as they are willing to provide when they register. This is stored securely in our server. It is not shared by us with any other organization and clients have no access to your information.

We ask for the information purely and simply to help us to offer you the most suitable assignments.

It is a freelance or part time work, where you are given a time frame to conduct the audits and submit the report. A mystery shopper is not an employee of SISA Marketing. It is up to you to accept or reject an assignment. However once you have been approved to do the audit, ensure that you perform it with dedication and submit it within the given timelines.

Mystery Shopping is an activity that is carried out on a self-employed basis.

The Mystery evaluation usually takes about 30-45 minutes depending upon the audit. However, you should ensure you have enough time before your visit to read the assignment guidelines carefully and instructions to familiarize yourself with the assignment. You have to observe carefully in order to fill the report.

Our automated system will email you whenever we submit the reports to the client. This is done after quality analysis, proof-reading, fraud checking and other policies we have in place. You may be contacted for any omissions or corrections in your report if needed.

Sometimes, there may not be any assignments available in your city, you should keep checking in to see available assignments. Our automated system will email you whenever there is a new opportunity available in your city. You can then login and choose a preferred date when applying to the audit.

The assignments listed in the SISA Marketing web portal is system generated and depends on the shoppers' profile. Please refrain from calling account managers or SISA Marketing team for assignments. Also please check below parameters for getting audits:

  • Make sure your shopper profile is complete.
  • Make sure that you are applying to the nearer date.
  • Apply immediately after receiving opportunity emails or messages.
  • Please review your earlier reports. Report failure in past might be the reason for non-assignments of audits.

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.

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.

  • Should be fluent in English language.
  • Internet access is essential - we use a secure online system that lists assignments and accepts your results. All the reporting will be conducted via our online portal.
  • An active e-mail account as this will be the main communication tool.
  • An active mobile number as this will be used to contact and explain any specific guidelines and training if needed.
  • A digital camera or a mobile phone with a good quality camera and voice/call recorder.
  • A bank account to get the shopper fees
  • Reliability, honesty and diligence (always completing any assignment you accept and doing so on time and to the highest standard possible)
  • Organisational skills and punctuality. You must be able to plan ahead, make commitments and be able to keep them
  • Presence of mind, clarity of thought and concentration
  • Ability to keep a cool head and remain objective and professional even when under pressure
  • Attention to detail or observation skills
  • A very good memory – for detail.
  • Basic computer literacy
  • Access to a computer or tablet and regular internet access.

You need to have regular access to a computer and the internet including email. A mobile phone with the ability to take photographs of reasonable quality might also come in handy. Other features on a smartphone might also come in handy for recording notes during assignments, but these should be used discreetly.

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.

Not necessarily, but if you do have we may be able to offer you more 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.

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.

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.

If you are not able to fulfil an assignment after you've agreed to do so, we ask that you inform us directly at the earliest opportunity - so that we can either reschedule it or arrange for another evaluator. If you do not inform on time, you chances of getting future assignments are reduced.

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.

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.

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.

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.