Most people think mystery shopping is the type of job you can just sign up for and then begin making money.

This is hardly the case, as being a good mystery shopper and finding work as one, requires some special skills and attributes.

The best mystery shoppers of course, enjoy shopping. They must also like working with people and thrive on flexible work hours as well as non-traditional work environments. Good mystery shoppers know how to be objective. It is important as a mystery shopper to keep an open mind when evaluating stores. It is easier than you might think to be biased either positively or negatively if you have attended a shop or restaurant before as a non-mystery shopper. It is important to keep your previous experiences or biases to yourself and evaluate the store or product under the professional eye of a mystery shopper.

In some cases, mystery shoppers are asked to act a certain way. In this case, mystery shoppers should feel comfortable 'acting' and not let their feelings get in the way of the objectives of their mystery consumer assignment. Mystery shoppers in general must feel comfortable presenting themselves as an everyday customer to the business. This makes their shopping experience as reliable and accurate as it can be, allowing them to report on their assignment with clarity and objectiveness.

It is also very important for mystery shoppers to be detail oriented. It is critical as a shopper to be able to recognize several details at once. For example, it is important to remember and accurately portray how the employees were dressed and carrying themselves as well as the appearance of the store when you were walking in. You might also have to remember if you were greeted and how long it took for you to be greeted - and this is just in the first few minutes of your shop! Thus, multi-tasking and being detail oriented are very important skills for a good mystery shopper.

Mystery shoppers must also have good communication skills. How they communicate their experience back to their employer or client is essential for the businesses who hire them. Therefore it is important for mystery shoppers to take detailed notes about their assignment so they can accurately portray the right information back to their employer. Timeliness is also an important qualification for a good mystery shopper. Completing your assignment on time and reporting back in a timely manner is one of the most important aspects of a mystery shopper's assignment aside from the evaluation itself.

The last qualifying matter of being a mystery shopper is simply being yourself. An assignment might require a certain age demographic or type of person. For example a car dealer ship might want to see how its employees react to young, female car buyers. Thus, an assignment such as this won't be given to an older male mystery shopper. It is the only facet of mystery shopping you cannot ultimately control. However, the majority of assignments do not require a specific demographic from their shoppers.

As you can see, it takes a certain set of skills and personality traits to be a good mystery shopper. Those people who are detail oriented, enjoy shopping, are timely, flexible, organized and can be objective are the kinds of people who make great mystery shoppers and do well in the industry over time.

 

 

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Mystery shoppers are hired for a variety of reasons and employed by a variety of different businesses.

The practice of hiring mystery shoppers is growing in popularity and any area where the services of a mystery shopper might be utilized represents an area of potential employment. But why is mystery shopping so widely used by so many different businesses? The following is an explanation of the types of businesses that hire mystery shoppers and what they gain from employing a mystery shopper.

Market Research Companies

As we've discussed, market research and mystery shopping go hand in hand with one another. Mystery shopping has turned into a popular market research tool because it helps market research companies gain an understanding of customer satisfaction levels for the businesses they are investigating. Market research companies also use mystery shoppers to understand product satisfaction and a large number of other areas that are important in understanding the business-customer relationship. As such, market research companies have a lot of uses for mystery shoppers because shoppers provide them and the businesses they research with a bevy of valuable information.

Because of the popularity of mystery shopping in market research, many of these companies turn to mystery consumer providers in place of hiring independent mystery shoppers themselves.

Mystery Shopping Providers

Working for a Mystery Consumer Provider represents perhaps the best venue for new mystery shoppers to find employment. Since mystery shopping's rise in popularity, Mystery Shopping Providers have grown extensively in terms of providing market research companies and businesses with well-trained and informed shoppers. Mystery Consumer Providers are essentially training schools for new mystery shoppers as well as a pool of potential market research tools for businesses. Thus, these providers gain business from the mystery shoppers they train and from the people they hire out in order to conduct shops for businesses and market research companies. These providers are now well established in the United States and Europe and are a great place for mystery shoppers to find future work. Shoppers can be trained, learn about the industry and find future employment when they utilize the resource of a Mystery Shopping Provider.

Businesses in search of mystery shoppers for market research are beginning to turn to these providers more and more. Many Mystery Consumer Providers almost act as if it were a market research company through the ways in which they coach businesses through the use of mystery shopping in outlining their goals and analyzing the results of shopping assignments.

 

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People become mystery shoppers for a lot of reasons. Some are looking for careers while others are looking for supplementary incomes to help bolster a budget.

In fact, mystery shopping is a very popular job for stay-at-home moms and students. The flexibility mystery shopping offers as well as the additional income earned from mystery shopping are two of the most attractive qualities of the job. As a result, demographics such as students and stay-at-home moms (those who require flexible schedules) make up a pool of people who are the most common mystery shoppers.

In general, the majority of people who work as a mystery shopper do so in conjunction with another form of employment. While it is true that some people are able to make careers out of mystery shopping the majority of employees are part time. Simply put, mystery shopping is more popular as a supplemental income job because it is more attractive to people with complicated schedules. You see, most mystery shoppers are allowed to pick their own hours and are only given assignments when they have the free time in which to do so. For example, students who are mystery shoppers often ask for assignments while on a break, or during a time when their school commitments are less demanding. This freedom to schedule is in part the largest attractive quality, aside from earning extra money, in why people become mystery shoppers.

Mystery shopping also allows people to earn money doing something they enjoy. While a person is of course shopping, and the job holds a certain allure in this aspect, mystery shoppers also enjoy interacting with people and working in an atmosphere that reflects a non-traditional workspace. Mystery consumers are often people with a strong interest in consumer trends and seasonal products. Thus, they enjoy working in an atmosphere where they have a strong sense of what is in the market place, what is being purchased and where to go in order to purchase those things.

Mystery shopping also has its perks. In some cases, mystery shoppers are allowed to keep the products they purchase while on assignment. This might mean some makeup or DVDs on top of the money they earn hourly for the job. Of course there are limits and exceptions to the products mystery shoppers are allowed to keep and are reimbursed in some cases mystery shoppers were awarded high-ticket items such as TVs, that may have been part of their shopping assignment.

Thus, people become mystery shoppers for many different reasons. The ability to make extra money, the ability to do so with a complicated schedule, the ability to pick their own hours and the sheer enjoyment of shopping and interacting with people and products in the market place. Mystery shopping truly represents a job that is growing in popularity because of these job qualities and is one that more and more people are taking advantage of.

 

 

While the presence of mystery shopping online has ultimately improved and streamlined the industry it has also left the industry subject to secret shopper scams and frauds.

Conversely the use of the Internet has allowed people to warn one another about scams that exist and thus, the information and existence on how to avoid these scams is becoming more prevalent. As someone who is curious about becoming a mystery shopper, it is important to be aware of the types of scams that exist, in order to successfully avoid them.


There are several popular scams that potential mystery shoppers should be aware of. The most popular is a scam involving a money transfer via companies such as Western Union. The scam works like this: a company claims to be a mystery consumer provider looking for new shoppers. After you express interest they mail you a packet which has information on mystery shopping, training materials and other resources for shoppers. Among these materials is a check that you are instructed to cash into your bank account. After cashing the check you are then instructed to send via wire transfer, a portion of that check, to another account in Canada. The company claims that in order to be considered you must complete this transaction within 48 hours of receiving the packet. The scam lies in the fact that the check is fake. Upon wiring money you end up transferring funds that never make it into your account, essentially giving away your own money to an un-known person. You also end up being liable for the fraudulent check.

This scam is widely discussed and is less prevalent than it was years ago however, versions of this scam still exist and people are still being fooled by these fraudulent practices. The best way to avoid being scammed as a mystery shopper is to be aware that scams like this exist, and to know some facts about legitimate mystery shopping providers in order to keep your self safe from fraud.

As a mystery shopper be wary of companies that:

Guarantee you work without a screening process

Most mystery consumer providers screen their shoppers. While it is true that jobs as a mystery shopper are readily available, most providers are looking for something special and thus, screen applicants. For a closer look at what providers are looking for in applicants see our section on Qualities of a Good Candidate. Be wary of a company that promises or guarantees money without further questions. If it sounds too good to be true, it likely is.

Sends you money without having worked

As a business owner, would you send someone you've never met, money for work they haven't yet completed? While it may seem great on the receiving end, no mystery consumer providers will send you money before you have completed an assignment. Be skeptical of companies that do, or promise this.

Demand money for training as a shopper

While there are some legitimate secret shopping companies that require a fee for training services be wary of sending money to companies you know little about. As a general rule, very few mystery shopping companies charge a fee for information. It is always a good idea to research the company you are considering as an employer. Look for testimonials, companies with a long history and companies that are listed in the Better Business Bureau.

Companies that advertise in unreliable locations

Companies that advertise for jobs via classifieds or unsolicited emails should be thoroughly researched. This is an uncommon way for mystery consumer providers to find new employees.

Companies that are located outside of the country

Mystery shopping is popular all over the world, but is well established enough that a provider should be located within your own country. Be wary of companies that only offer foreign mailing addresses and phone numbers.

The best way to avoid scams when looking for work such as mystery shopping is to think carefully about your choices and research your options thoroughly. Do not accept money or send money without having worked and look at your options with a scrupulous eye. There are many legitimate mystery shopping companies out there who are in need of good employees. Take the time to find one.

 

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The process of mystery shopping usually begins with a set of goals. This set of goals outlines what is expected from the mystery shopper.

For example, the area of the business they are examining (customer service, cleanliness, product quality, etc.) is clearly outlined before beginning. A time line is assessed when the shop should be completed as well as the method of shopping that should be used to best achieve these goals. Goals are important for the mystery shopper because they help outline what exactly is expected out of their shopping experience. These details are important to the client as well and are ultimately used to ensure the best experience and results for both parties.

There are several categories that are almost always included in a mystery shopping evaluation. Because a regular shopping experience is the most common (one where a person enters the store, purchases the product and leaves) it makes sense for more than just customer service to be evaluated. After all, if you are sending someone into the store, it's best to know as much information about the experience as possible. The following is a list of common areas that are evaluated as a part of the mystery shopper's experience.

• Was there a phone call made before visiting the store?
• If so, how were you greeted over the phone?
• Was the employee helpful?
• The time and date of the phone call
• The name of the store
• The date the shopper visited the store
• The general appearance of the store
• How many employees were working
• If the shopper was greeted
• How the shopper was greeted and how quickly they were greeted
• An assessment of how the employees presented themselves
• How they were dressed
• If the employees acted in a professional manner
• If they were helpful and knowledgeable about the product
• An evaluation on the product
• If they were asked back by employees
• An overall assessment on the shopping experience as a whole

It is important for a shopper to be consistent during shopping evaluations. To always undergo the same demeanor, ask the same product questions and to be as objective as possible between stores. This makes their evaluations more trustworthy for the client.

As you can see, even through a simple shopping experience a great deal can be determined about a company. These evaluations ultimately help companies make important decisions about their products, employees and business plans.

After a shop is completed, the mystery shopper relays information back to the client. This is usually done via questionnaire or through a report, which outlines the details of the mystery shopping experience. Sometimes mystery shoppers speak directly over the phone to the client, but this is becoming less and less common. Relaying information back to the client correctly is almost as important as the shop itself, and mystery shoppers must do their best to accurately relay information about their experience efficiently and correctly

 

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Mystery shopping saw its start in the 1940s. When it began, it was used primarily in banks and retail stores to assess the integrity of the employees working there. Private investigators would pose as employees in an attempt to discover if any other store employees were stealing or compromising the success of the company. 

The term "mystery shopping" was coined in the 40's when it began being used to define the services used by everyday customers that were investigated by these shoppers. Since, it has evolved into an industry that evaluates many different areas of customer satisfaction within several different industries. Today, mystery shoppers use materials that include questionnaires and video and audio equipment to document their experiences. Materials that are far and away more advanced then when mystery shopping began and evaluations were based on the word of the shopper.

As the industry grew into the 80's and 90's it expanded rapidly because of the presence of the Internet. Market research companies began cornering the market in terms of mystery shopping and businesses stopped hiring individuals to evaluate their businesses and instead turned to market research companies for the service. Now, most mystery shoppers can find work online via these market research companies who train, and provide work for their employees. Today mystery shoppers provide customer service information for restaurants, retail stores, fast food chains, banks, gyms, movie theaters and even car dealerships. There are some instances where market research companies are hired to provide mystery shoppers to evaluate housing services, churches, as well as government-run organizations such as law enforcement facilities, park services and hospitals.

Today mystery shopping offers a much broader service to the company in which it investigates than it did years ago. It is used more as an indication of customer service and satisfaction rather than simply a method for policing bad employees. As such, mystery shopping has boomed into a $1.5 billion dollar industry that exists worldwide. Companies all over the world turn to mystery shoppers to help them evaluate how customers view their business and products. In today's world with so much mystery shopping being done via the Internet, the turn around for assessments and information is quicker and more comprehensive, making mystery shopping an industry that is sure to continue growing.

 

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Mystery Shopping goes hand in hand with market research. Market research as it applies to mystery shopping is defined as the examination of the whims and behavioral preferences of consumers and how these preferences affect business.

The reason market research is so important to mystery shopping is because mystery shopping is such a popular and important tool used in market research. Some of the largest employers of mystery shoppers are market research companies who have been hired to discover how everyday customers view a company's services and products. Simply put, it is very common for mystery shoppers to work directly for a market research company rather than a specific business. Mystery shoppers conduct field research for market research companies who then use their feedback to report back to the client.

Mystery shopping reports offer comprehensive information on how consumers are reacting to different marketing campaigns, store designs, promotions, etc. Mystery shoppers are essentially the segue between consumers and business. In reporting their experiences they help businesses understand how efficiently they are presenting themselves and their products to customers. Mystery shoppers thus, are an important market research tool and often spark changes from businesses when reports reflect negatively on a specific aspect of the customer-business relationship.

Mystery shopping is a market research tool that is being used more and more. For example, a study conducted on hospitals showed that patient satisfaction played an important role in the distribution of salaries for administrators. More so than in years past when patient satisfaction wasn't a factor in determining salaries and administrators had less motivation to provide good customer service. By using mystery shoppers, these levels of satisfaction can be measured. It might mean that a mystery shopping report to a market research company could directly influence how a hospital communicates with its administrators about customer service. In essence mystery shopping, while an important tool for market research, is ultimately used to improve businesses for customers.

 

 

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The methodology a mystery shopper uses depends greatly on the type of assignment they have. Some mystery shopping jobs are completed through the use of a simple questionnaire, while other assignments involve the mystery shopper investigating the product or service in much greater detail.

Most methodologies include some way in which customer satisfaction levels can be assessed ranging from hidden video and audio equipment to telephone shops in order to gather information. Telephone shopping entails obtaining information through a phone call to customer service centers, call centers or any venue in which an exchange from the business to the customer occurs over the phone. Other types of methodologies can include online shopping, a system in which the mystery shopper assesses their experience by shopping for items or booking tickets online. Purchase and Return shops are another popular method and involve directly evaluating how a business handles customers by having the mystery shopper return a product for a refund or an exchange.



Discrimination shopping is another mystery shopping method that is commonly employed and is ultimately used to evaluate whether or not the business or product discriminates in any way toward different customer demographics. Event tests are similar to regular mystery shops, which represents a methodology where the mystery shopper attends a conference, cruise or concert to evaluate the experience as a whole. Each type of methodology is different, ultimately used to measure a different aspect of the business. Thus, depending on the goals of the company and the area of their business they are hoping to examine, the methodology used by the mystery shopper will change. The types of practices mentioned: simple shops, questionnaires, telephone shops, online shops, purchase and return shops, discrimination and event tests all represent common methods of mystery shopping that most shoppers will at some point implement.

 

 

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