What is a Mystery Customer or Secret Shopper?

There are several different titles to this position.  The meaning is always the same; someone who is paid to conduct surveys and report on customer service levels.  They behave and act just like a regular customer.  They make enquires, purchase items, dine in restaurants and many other "regular" things to be treated and served as a typical customer.  


What skills do I need to be a Mystery Customer?

Above all else, you must be reliable, observant and accurate.  You will need a good memory, confidence, and excellent report writing skills.  You must be able to follow instructions exactly and to think quickly.  A love of shopping, passion for good customer service, an open mind and a positive attitude will also be needed.


What else do I need to be a Mystery Customer?

You will need regular access to a computer, the Internet, e-mail, Microsoft Word and a printer.


How much work will I get?

This type of work is very casual and something you fit in around your other commitments.  The amount of work you receive will vary and it will depend on your availability, the suburbs you can survey and our clients' needs.    


How will I be contacted about work?

We e-mail you individually, usually at the beginning of the month and tell you what surveys are available and what the deadlines are.  You simply reply and tell us which surveys you would like to do.  If you accept a survey, we then e-mail it to you with the detailed instructions.


Do I have to conduct every survey that I am contacted about?

No! You only have to accept the surveys you want to conduct. You can decline a survey anytime for whatever reason.  We prefer you to decline a survey rather than to accept one and not be able to conduct it.


How do I complete a survey?

Once you receive your survey via e-mail you should save it somewhere safe on your computer, print it out and read through the entire survey and instructions.  Then reply to our e-mail confirming that you have received and read the survey and that you are ready to conduct it.  Take your printed copy and a pen with you when conducting your survey. (Make sure you keep them well hidden when you are conducting the survey!)  After you have conducted you survey, complete it by hand as soon as possible away from the shop entrance. Do not go into another store before you have completed the survey or you will forget and confuse the details!



How do I send back the survey results?

Within 24 hours of conducting your survey, you must e-mail back the results. To do this, simply open the Word document on you computer and begin filling it out.  It is an interactive survey that you can easily complete.  There are 3 things you can do to enter data on the survey. You can tick a box (yes or no) by clicking on the option. You can type data (names, dates times etc) where specific details are needed.  You can choose an option from a drop down box when pre-determined answers are required.  Before you send back your results you need to check a few things;

  1. Make sure you have answered EVERY question
  2. Make sure you have provided as much additional feedback and comments as possible
  3. Double check everything! Dates, time frames, details etc

Then save the document as the company name followed by the location. For example; Goldmark Brisbane City. When you have done this, attach the completed survey to an e-mail with the same name and e-mail it back.




What is the pay process?

Mystery Shopping can be classified as a hobby or paid work depending on your preference.  If you consider it a hobby we have an official form produced by the Australian Taxation Office for you to complete.  If you prefer to claim your payment as earnings, you can invoice us and provide us with your ABN.  All payments are transferred to your nominated bank account.   The payment for each survey is calculated on the time it should take to complete the survey and what is required of you.  Typical surveys pay $15 for a brief visit to a retail store.  


What if I can't complete a survey I have agreed to conduct?

If you accept a survey and then can't complete it, you need to notify our office immediately.  We require 2 days notice before the deadline to ensure we can re-assign the survey.   You can notify us via e-mail, fax or phone.  


If I can't complete a survey should I have a friend or family member conduct it for me?

NO! Never!  If we contract you to conduct a survey for us and you are unable to complete it, then you must notify us so we can re-assign it to another Mystery Customer.  If you have a friend or family member who is interested in becoming a Mystery Customer, they can apply for a position with us.

Are there rules to being a Mystery Customer?

Yes, Above Benchmark has a "Code of Conduct" that clearly states our basic rules for being a Mystery Customer.  These are our rules and they apply to every survey you will conduct for us.  Every time you accept a survey, you will receive a new copy of the Code of Conduct.  This will ensure you are kept up to date with any new or modified rules.  


How can I be a good Mystery Customer?

  • Reply to all e-mails quickly- even if you are unavailable for a survey.  
  • When replying to e-mails, be sure to include your first and last name and state.  
  • Only accept surveys you know you can complete.  
  • Provide as much additional feedback and comments as possible.  
  • Make sure you answer every question.
  • Keep you answers objective and professional.
  • Double check your answers before you submit your results.  
  • Return your completed surveys within the 24 hour deadline.  
  • Keep your personal details up to date.
  • Keep your survey results confidential.
  • Don't become "known" as a Mystery Customer



Do good Mystery Customers get offered more work than others?

Yes.  If we have a choice between 2 Mystery Customers it is in our best interest to offer work to the Mystery Customer who follows more of the above points.  


What if I can no longer be a Mystery Customer?

If for whatever reason you do not want to be a Mystery Customer any longer, simply send us an email and we will remove your details from our data base.  You can also request to be put into our "Temporarily Inactive File".  If you find yourself too busy to conduct surveys for a while but don't want to leave completely, this is a great way to stay on our books.  It's very useful for Uni students during exam time, women about to give birth or anyone who is going to be a little bit busier than usual.  When things return to normal, send us an e-mail and we'll reactivate your file.    


Can I work for other Mystery Customer companies?

Yes.  We do not believe in restricting you.  We do ask you to keep everything you do for us strictly confidential; including processes, clients and results.  


How should I act when conducting a survey?

You should act like a regular customer.  You need to have a positive attitude and an open mind when conducting surveys.  You should be familiar with the questions on the survey and do everything necessary to obtain the answers to all questions.  You must give the team member the opportunity to go through each step of the survey with you.  We do not want anything that you say or do to interfere with how the survey flows.  If you are enthusiastic and show a genuine interest in the products or services on offer, the team member will easily guide you through the steps on the survey.  


What are the benefits to the client?

All companies and businesses can benefit from Mystery Customer Surveys.  The results will report on the exact level of customer service being offered.  Employers will know what their customers are experiencing.  As well as providing these exact details, we also ask you to supply additional comments and feedback about anything of interest that may not be included on the actual survey.   These comments are a very valuable and important part of the programme.   


What are the benefits to the Team Member being surveyed?

Our programmes are designed to be positive and rewarding for all Team Members. Conducting these surveys gives Team Members an opportunity to be recognised and rewarded for offering great customer service. We send a box of chocolates and a certificate to all Team Members that receive a perfect score on their survey to congratulate them on their achievement.  They also receive some sort of reward or bonus from their employer.  We actually want you to catch someone doing the right thing- offering exceptional customer service!  


What should I do if I'm interested in becoming a Mystery Customer?

If after reading about Mystery Shopping you are interested in becoming one, please complete our on-line application form.  We will keep your details on file and contact you for a phone interview should your application be successful. (Please be patient, we might not have any available work in your area straight away.)

During the phone interview we can discuss Mystery Shopping in more detail and we can answer any other questions you might have.

What questions are on the application form?

We ask for your contact details, shopping trends and preferences, as well as the suburbs you are available to survey.  We want to get to know you as a person and a customer so we can match you up with our clients.

 

Having trouble with our on-line form?

If you prefer, we can send you our application form in Microsoft Word format. Simply e-mail us with your interest and we'll reply with an application form attached. Don't forget to tell us where you're located. E-mails can be sent to; employment@abovebenchmark.com.au