FAQ

Frequently Asked Questions

What is a mystery shopper?
Why are mystery shopper reports important?
What is the difference between a mystery shopper report and a customer satisfaction survey?
How do I set up a mystery shopper questionnaire?
Do you summarize results of all the mystery shopper visits/calls?
How long does it take to get a mystery shopper program started?
How do you handle my questions and changes, once the program begins?
How do I get results?
What kind of guarantee is provided?
Is a contract required?
How much does a mystery shopping program cost?

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What is a mystery shopper?
A mystery shopper, or secret shopper is a person who visits your location and behaves as any regular customer would. The only difference is the mystery shopper will complete a questionnaire after leaving. This will give you objective feedback on everything that takes place while he/she was at your location, including evaluating customer service, cleanliness, presentation, sales techniques, etc.

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Why are mystery shopper reports important?
They let you see your business as your customers do. This gives you valuable feedback on your staff, your facility and other facets of your business. If something is leaving a negative impression on your customers, mystery shopper reports will let you know. Then you can take steps to correct the problem before it costs you valuable business/customers/sales.

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What is the difference between a mystery shopper report and a customer satisfaction survey?
A customer survey obtains feedback from your real customers, after they’d have an interaction with your business.  They are typically 10 questions or less, ask customers to rate their “feelings” about your service and often include a coupon or entering into a drawing for their feedback.

A mystery shopper report is much more in-depth than a customer survey.  The feedback obtained is objective and has measurement of specific skills performed by your staff.  The shoppers are trained observers who provide more detail than a random customer.

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How do I set up a mystery shopper questionnaire?
If your company has a mystery shopper questionnaire or shopper report they have utilized in the past, Shoppers, Inc. can set that up to use with our program. Or, we can work with you to custom design a questionnaire that will fit your exact needs. We can provide templates as a starting point to help you determine what feedback you need.

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Do you summarize results of all the mystery shopper visits/calls?
Through our optional Management Summary, you can view the results of all the individual mystery shopper questionnaires in an executive-style report. We can customize the summary to fit your needs to report by location, division, region, job description, employee, etc.  A small fee is charged for us to compile the information.

Every client receives a login to our website at no additional charge.  There you can view all of your completed individual shopper reports, track progress, monitor dashboards and even create your own summary reports to summarize results/performance.  Here you can obtain the same summary data as our Management Summary in a DIY format that is fast and easy to learn.

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How long does it take to get a mystery shopper program started?
Once we have your questionnaire finalized, Shoppers, Inc. can be ready to begin mystery shopping within two weeks, often less.

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How do you handle my questions and changes, once the program begins?
Clients are assigned an Account Representative to assist them with their mystery shopper program. This person is specifically responsible for scheduling your mystery shopper assignments and is available to you at any time for questions or changes. In addition, our President and CEO are always available to you.

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How do I get results?
You can receive your completed mystery shopper reports via email. They will typically arrive within 48 hours of the mystery shopper’s contact.  Shops can also be viewed using our online reporting system; they can be printed or e-mailed at your convenience, as well as reports generated to compare shops to one another in a variety of ways.

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What kind of guarantee is provided?
Shoppers, Inc. guarantees 100 percent satisfaction for all mystery shopper reports. Any mystery shopper visit that is not completed within your required specifications will be redone at no charge to you.

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Is a contract required?
Shoppers, Inc. does not require a contract. 30 days’ notice is appreciated for any changes to an existing mystery shopper program.  We can provide a contract if you prefer.

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How much does a mystery shopping program cost?
Costs vary greatly, depending on the type of contact, length of the questionnaire, and number of contacts to be made. Regularly scheduled programs (monthly/quarterly visits) and large numbers of contracts are given substantial discounts.

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