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Thank you for your interest in becoming a mystery shopper.
You may find the following information helpful in assisting
you to make a decision about whether you would like to forward
an application to join us.
Customer Care is a Christchurch based Company. We have been
providing mystery shopper surveys to retailers throughout New
Zealand since 1991. We contribute our success to the quality
research material that our clients receive. Our mystery
shoppers are the key to providing that quality.
We are contracted by our clients to mystery shop their
businesses. Our mystery shopping surveys measure their
salespeople’s quality of customer service and selling skills
when they are with their customers. Our surveys provide
valuable information to our clients that they can use to
improve their service and increase their sales. They let them
know what their salespeople are doing well and what they could
be doing better.
Their salespeople know that they could be mystery shopped at
any time. They just never know who the mystery shopper is or
when he or she could be in the store.
We phone or email our shoppers about their assignments. We
‘brief’ them about what store they are to visit, when their
visit is to be completed, and specify their enquiry. We email
instructions to them and the shopper reads the survey online
on our website
www.customercare.co.nz prior to mystery shopping.
The shopper then visits the store ‘anonymously’, pretending to
be a ‘normal’ shopper who is ready to take out their credit
card & buy on the day if:
- They receive good service
- Are shown something that meets their needs
- The salesperson encourages them to buy
Usually our shoppers do not have to purchase from the store
but “back off” at the end of their enquiry.
We do not go into the stores as difficult or critical
shoppers. We are not out to ‘spy’ on salespeople. We are
interested in receiving an accurate account of exactly what
happened in the store during the mystery shopping
assignment.
Questions in the survey cover areas such as:
- Store and staff presentation
- How long it takes to be acknowledged and served
- Friendliness of the staff
- What the salespeople did or did not do to encourage
shoppers to buy
The shopper then completes the survey online within 24 hours
of visiting the store.
Mystery Shopping is very ‘sensitive’ work. All of the
information in the surveys is confidential to our clients.
Our mystery shoppers must not discuss their assignments with
people outside of Customer Care.
Our mystery shopping surveys are available to our clients
and the salespeople who served our shopper.
To ensure the quality of our surveys, attributes our
shoppers need include the ability to:
- Follow instructions
- Pay attention to detail
- Recall detail and write a clear concise report
- Use correct spelling, grammar and proof-read their work
- Accept constructive feedback as part of our their Mystery
Shopping training
It is important that our mystery shoppers are people who
love to shop!
Mystery Shopping is ‘casual’ work. Shopper’s are usually
in the store about 15 minutes and spend up to 45 minutes
writing their survey online. Mystery shopping payments do
vary depending on the clients requirements for each
assignment.
The amount is clearly stated when the assignment is offered
to the Shopper.
Mystery shopping sometimes requires out-of-pocket
purchases. Shoppers are reimbursed, or funds advanced to
their bank account, for such purchases and this will also be
clearly stated when the assignment instructions are emailed
to the Shopper.
Other expenses incurred during the assignment will be
reimbursed if they are pre-arranged and agreed to by
Customer Care. Shoppers do not receive a travel allowance.
Shopper payments are credited into their nominated bank
accounts at the end of each calendar month.
To ensure that Shoppers understand their relationship with
Customer Care, we ask them to sign an Independent
Contractors Agreement. The Mystery Shopper is engaged as an
independent contractor under a contract for service and is
not an employee, joint venturer or partner of Customer Care.
Before shoppers sign the agreement, we encourage them to
talk to someone they trust.
Shoppers are responsible for making any tax payments due in
relation to the income they earn, as no tax will be deducted
by Customer Care Ltd from the payments made.
Mystery Shopping is interesting work and the surveys that
our shoppers write can make a difference to the service our
clients offer to their customers.
If you think mystery shopping sounds like something you
would like to do and you could do well, please:
- Complete the Customer Care online application form
here
- If you have any queries, email us here or
telephone 0800 205183
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How
to become a Mystery Shopper