Mystery Shopping FAQs for Shoppers

It’s a method of research that’s used by a wide range of organisations whereby someone poses as a real customer, and then (traditionally) follows up by preparing a report about their experience. The typical purpose is to help the business to improve customer service or customer experiences or other aspects of performance. The person posing as a real customer is the “Mystery Shopper”.

Mystery Shopping is most often carried out on B2C businesses, but it can also be carried out on B2B businesses. Businesses arranging for Mystery Shopping don’t always arrange for it to be carried out on them. Sometimes it will be competitors or other operators in their market. Sometimes it will be carried out on other businesses that they have a relationship with (for example, retailers, distributors, agents, resellers, representatives, etc.).

These days, there is a wide variety of different uses in terms of industries and different enquiry channels. A lot of assignments can be completed remotely from home (e.g. phone or online enquiries or experiences).

Many assignments (including Video Mystery Shopping assignments) often don’t require the Mystery Shopper themselves to complete a report (reports can be completed centrally).

The information and feedback in Mystery Shopping reports (and any relevant supporting evidence, such as documents, photographs, audio recordings, and video footage) are used by organisations to better understand the customer experience and monitor their performance, including staff performance.

Information provided in the report is (or should be) objective and balanced, highly accurate, and often very detailed.

The information is used to help the organisation to see where it needs to improve, for example, through staff training, or through better systems and processes.

In cases where Mystery Shopping targets competing organisations, it is typically conducted to help the paying organisation understand how to compete more effectively.

In the case of mystery shopping targeting organisations with which the client has a relationship (representatives, retailers, resellers, etc.), it is typically carried out to monitor their performance and compliance, as the organisation funding the mystery shopping will have a commercial interest in these matters.

Mystery Shoppers are paid a fee for each assignment that they complete. Different assignments have different pay rates, and these rates should broadly reflect the time required to complete the assignment and/or the level of challenge or difficulty involved.

Our rates of pay are far above average and among the highest in the industry (within the UK). Fees for B2C assignments range from around £10 to £200 per assignment (comprised of cash and/ or goods to that value – depending on the particular assignment). Probably 70% of our assignments pay between £20 and £120. Some assignments are rewarded only through benefits (such as the use of accommodation and/or facilities) and in these cases, the value of such a benefit can amount to several hundred pounds for a single assignment.

It is possible for Mystery Shopping to produce a full-time income for an individual in the UK. This is most likely to be achieved for Video Mystery Shoppers (these are people who own their own covert recording equipment and conduct Video Mystery Shopping assignments on a full-time basis). As with most forms of self-employment, earning a livable wage generally requires a high level of efficiency and organisation as well as effort and time.

The availability of assignments from any one company in any one geographic will fluctuate, so a full-time income through Mystery Shopping is most often achieved by those who register and work with more than one company.

Nobody can predict or guarantee the amount that someone can or will earn as a Mystery Shopper over an annual, monthly, or weekly period. Earnings depend completely on the number of assignments they successfully complete and the fees payable for those assignments. It has been known for Mystery Shoppers to earn £40k – £50k annually.

There are no mandatory formal qualifications required. However there are specific attributes that are essential, and that are not very common.

For report-based Mystery Shopping, Mystery Shoppers need to be highly literate (in the English language, if working in the UK).

Shoppers must also have all of these attributes:

• 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.
• Self-confidence in every day face-to-face dealings with people.
• Ability to keep a cool head and remain focused, objective and professional even when under pressure.
• Attention to detail.
• A very good memory – for detail.
• Basic computer literacy.
• Access to a computer or tablet and regular internet access.

Mystery Shopping is something that’s appropriate for people of all ages (18 and over) and backgrounds, but it is really only suitable (If you are looking to work with Customerwise) for those who possess the attributes above in abundance.

Assignments vary widely in what is involved. Some involve one or two simple steps, and some involve many steps and stages over a number of weeks. Some involve going to a physical location, and some don’t.

Assignments usually involve enquiring about some sort of goods or services, and sometimes they involve actually making a purchase.

As a rule of thumb, in most cases, you will “act” like a normal customer, ask the staff specific questions, and discuss relevant goods or services. Often, 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 can be both exciting and rewarding (and often slightly nerve-wracking).

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 with practice.

Aside from earning fees and the flexibility of working for yourself, Mystery Shopping can be 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. It can provide a real sense of satisfaction, both when you spot things that are being done well (so you are going to help someone to be recognised), 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 (or tune up) your commercial awareness. The more open you are to new and different assignments, the more chances you’ll have to interact with and learn about different types of businesses.

Really, the answer here is… the flip side of the best things about Mystery Shopping. There can be a lot to remember, and the requirements for how each visit is carried out can be quite specific – but instructions must be strictly adhered to.

Also, where reports need to be completed after an enquiry, they must be completed fully, clearly and accurately, without mistakes or inconsistencies. This can take significant amounts of time and requires real concentration and attention to detail.

It is essential that clients are not let down in terms of speed of delivery or the standard of reports.

Mystery Shopping (with Customerwise) is an activity that’s only suitable for those who are fixated on quality and accuracy.

We can only really speak for Customerwise here, but the answer is no. You will not be required to spend your money on goods that you don’t want, unless, with specific assignments, this is covered by an allowance for reimbursement of that purchase, or a suitable amount is added to your fee to cover the purchase.

Every assignment is different, with varying compensation and 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 you to spend an amount within the store as you choose.

In the case of larger value transactions, we will make arrangements with you so that you are provided with the relevant funds before you begin the assignment. Afterwards, you may need to obtain a refund from the business and then return the funds to us, or we may have an arrangement with the client that makes this process unnecessary.

As with other key details, this is all clarified for each assignment before you begin. Whatever fee is stated, this fee will be yours to keep. Any purchases that need to be made are dealt with separately, and arrangements will be made to ensure that you are not left “out of pocket”.

You do. You will be offered assignments via the online Shopper interface. The assignment descriptions will clearly explain what is required, where, when, and the fee and any allowances on offer for each assignment.

You will be offered assignments based on the information we hold on file for you. The more relevant information we have about you, the more able we will be to offer you suitable assignments. The choice is always yours, though, to accept or reject each assignment that is offered to you.

We do ask that (once you are registered as a Shopper) if any assignment is offered but is not of interest to you, you should reject it at the earliest opportunity, so that it can be offered to other Mystery Shoppers.

No. You don’t need any transport for home-based assignments (e.g. phone and online assignments). However, if you do have your own transport, you will realistically be able to complete more in-person assignments (with Customerwise or whichever other company/companies you work with) and a wider variety of them, over a larger geographical area.

When you register as a shopper, we’ll ask you how far you can travel from your home (as well as your usual availability days and times). These factors will affect the number and types of assignments offered to you, simply because we need to assign to shoppers we think can complete them.