Shopper Guidelines

How to use the Job Board

Once you select the (REQUESTJOB) tab the job is yours. You are then committed to submitting the job online by the 'end date' as stated at the time you requested it. NOTE - KPI will NOT send an email acknowledging your selection, your submission will be expected by the end date 

If for some unforeseen reason you need to un-assign a job you must let us know the reasons why before you un-assign the job from the Job Board. Please use the 'contact' tab to communicate with KPI

How to conduct a mystery shop visit

Just be a normal shopper - you are not there to catch the staff out, you are there to simply report on what did or didn't happen.

Most required scenarios allow you to personalise your enquiry i.e. allowing you to focus on products, brands, that you normally would - if you had genuine interest you would normally take note of brand, description and pricing of the products you were considering - same as what's required as a mystery shopper

When you enter the shop don’t make eye contact with the staff. Think about it, when you are shopping normally you look at product, NOT the staff, mystery shopping is no different. By deliberately making eye contact you are compromising the report as you will never know if the staff member would have gone out of their way to acknowledge or approach you

Say as little as possible, be a sponge, let the staff work hard at targeting your requirements, in other words be expansive and a little vague in your initial enquiry. The more opportunity you give the staff member to ‘sell' to you, the fairer you are being to them as you will have more to report as to what THEY said. Remember, mystery shopping is about helping clients to identify those staff that put in the ‘extra’ effort and recognise them for it. Of course mystery shopping also identifies those staff members who don’t make the effort. The most important part of being a mystery shopper is to report fairly, objectively and accurately on your experience

It is important to note brand, style and price of the product(s) your were interested in as you will be required to enter this into the report commentary

All Checkpoints must be covered. If something is not done or said by the team member it is your responsibility to still cover the checkpoint even if you have to prompt them, engage them, even insist on their assistance.

WRITING YOUR REPORT COMMENTARY & FILLING IN ONLINE SUBMISSION FORM

In the client specific mystery shopper briefing document you will find a link to the 'submission form' which will open up in a separate window. Fill in and submit the online report, you will receive a receipt in the form of a copy of the report you submitted

In the online 'submission' form enter dates, times, staff names (and or descriptions) - select 'best fit' checkpoint outcomes from multiple choice drop down boxes - copy paste your commentary into the box provided

Names or detailed description of all those staff members you interact with are required in the submission form. DO NOT write these staff names or descriptions within your ‘commentary’ e.g. Female, late 30’s, tall, slim build, with long straight black hair tied back into ponytail, blue eyes, wearing glasses, dressed in uniform black shirt, black trousers and ‘Matchbox’ apron When a staff members name is not evident you must include a detailed description in the ‘online’ section.

In the online 'submission' you are required to insert number of customers in the store when you first walked in (include yourself in this number), also number of staff including their names or descriptions if you interacted with them or observed them doing something pertaining to the commentary.

It is important your support commentary is consistent with the checkpoint outcome list i.e. use the same code for staff members as stated in the Checkpoints Outcome List i.e. team members = TM or staff members = SM, or maybe even sales associates = SA etc.

Commentary must be at least 80% about the interaction between you and the staff member, as well as other customers with staff members. Also comment on what the various staff members we doing, i.e. cleaning what, filling where etc. Remember the client doesn't need to be told about the location of the store and how many entrances there were etc., they can see that for themselves. Your report is about what the clients can't see or hear, that being the customer service and selling skills their staff demonstrate with their customers.

For those checkpoint outcomes where maximum scores were not achieved AS WELL AS supporting commentary for those checkpoint outcomes which have been bolded (indicating support commentary as necessary) must be expanded in your commentary, regardless of the scoring.

Supporting commentary is not to read like a transcript of what was said (other than what was said when the team member approached you or when they farewelled you). You may of course add some other specific quotes through the commentary however these should be kept to a minimum in the main, paraphrase what the team member said. Supporting commentary should highlight some of the important and interesting things you might have been told about some of the products etc. including specifics such as brand, description and price. Supporting commentary should also document the selling skills demonstrated by the team member particularly in trying to close the sale and handling your objections to making the purchase.

Supporting commentary must not to mimic the 'checkpoints'. i.e. if the checkpoint outcome is .....Some merchandise displays browsed were not coordinated in terms of style, colour and sizing.... .. Your support commentary should state specifics, i.e. the peasant blouses were not displayed in size order and I had to check almost every label before I found my size ..........etc.

Support commentary should follow the chronological sequence of events – it is very important that commentary relating to customer (you and others) and staff interaction represents no less than 80% of the commentary. This is the essence of a mystery shopper report as it represents the valuable customer service information not available through any other means.

Ensure the checkpoint outcome multiple choice selection matches what's stated in your commentary, and they don't contradict one another. e.g.in your commentary you may have written “the staff member farewelled me with a warm smile, saying “goodbye, have a nice day” However, you have incorrectly answered this multiple choice checkpoint as, e.g.1610D - “I was not farewelled when I left the store.”

The reason we ask for a detailed support commentary is simply to make sure those staff being assessed are treated fairly. Your detailed commentary provides context to your scoring and ensures that you always have the opportunity to tell it like it is. The risk mystery shopper companies run in not allowing for commentary to support the scoring outcomes often results in good staff being victimised for perceived poor customer service, all because the report had little or no allocation for commentary, to provide all important context to the scoring. What if you scored a report poorly as technically you were not approached or offered service when in fact the staff member was serving multiple customers and the real failure was that their boss didn't roster sufficient coverage. In this circumstance, without the provision for your commentary to explain that in fact staff member was doing the best they could, they could in fact lose their job based on your report. As a company we have a healthy respect for those people on the front line of customer service and never want to be responsible for a good person losing their job.

TIP - Write your commentary in WordPad, Word or even an email to yourself as insurance against having to rewrite it.

TIPS for writing a compliant commentary

NOTE! You will find a client specific sample commentary with the specific client mystery shopper brief.

 NO -  I was handed a number of garments to try on
 YES - I was handed an aqua colour halter top priced at $59.99 and a pair of black slacks priced at $70.95 to try on
 NO - Jenny showed me a Sony Blu Ray player priced at $99
 YES - SP1 showed me a Sony Blu Ray player priced at $99
 NO - There were 2 entrances and a checkout located at the front of the store
 YES - There were 3 boxes obstructing access to the left hand side entrance (in other words, specifics)
 NO - TM1 said "Did you want the blue model or the black one". I said "I will take the red one"
 YES - TM1 asked which colour I liked between the blue and black model to which I replied I liked the black (in other words paraphrase, don’t quote they said / I said etc.)
 NO - TM1 greeted me before asking what I was looking for
 YES - TM1 greeted me saying "How are you today"? (Yes, quote specific greetings and farewells etc.)
 NO - The store was exceptionally tidy and a joy to behold
 YES - The store was tidy (Flowery language not required, just make the point)


MYSTERY SHOPPER CONDUCT

Dress to ‘fit in’, mystery shoppers must ‘blend’ to look like the average shopper. As a guide, dress should be ‘smart’ casual as a minimum.

You will need to decide if taking children along to a specific assignment is appropriate or not depending on the client and assignment requirements. In general, children needing attention or running around unsupervised is not conducive to completing a mystery shop assignment in a professional manner

Tell no one about your assignment, especially people you may know either working for the client or in the client’s store or who are associated in any way with the client or people working for the client. If you are offered an assignment where you would be ‘known’ to the client or persons working in the client’s store, or if in fact you work for the client, you must immediately decline the offer and let us know the reason why - Never announce yourself or admit to being the mystery shopper

Notes must be discreetly taken - jot down notes in change rooms, bathrooms, or perhaps while having a coffee just after you exit the store - recording to your phone just after leaving the store with all the details fresh in your mind is a good idea however make sure your recordings are on your phone before you leave.

TIP - These days everyone is on their mobiles in shops - you could be pretending to be taking a call but in reality talking into your phones recorder to replay later when writing the report commentary

GENERAL INFORMATION

Please submit your report within 48 hours of visiting the store (Email us in advance if this will be a problem) i.e. if you visited multiple stores on the same day, sickness etc.)

If you take on an assignment and fail to submit by the day you agreed to (without giving us advanced notice) you will more than likely not be offered further assignments for a period of time

If your submission is not compliant with what is stated in this document you will be queried and asked to resubmit a reworked report compliant with what is laid out in this document. Note if you fail to submit a compliant report in the time frame given, the report will be failed and no payment will be made

The word count as indicated on each specific client brief must be adhered to or a report may be queried to resubmit with specified word count

Plagiarism / Copy & Paste - paragraphs and/or sentences should NOT have identical wording to that of other reports. In some instances, it’s acceptable where a single sentence may refer to the same scenario enquiry, but otherwise this is deemed unacceptable and reports with attempted ‘shortcuts’ will be returned to shopper for rewriting. Likewise, you should NOT copy/paste either from the online sample' and/or your own reports when doing multiple stores for same clients.

Please call or email if you would like any aspect of the reporting system explained. There would seem a lot to take in however it becomes very easy when you simply act as you would as a genuine shopper and take an interest in products you genuinely have interest in - it can be very simple - also much easier after the first report