FAQs

This section details everything you need to know about starting a mystery shopping programme in your company, it outlines details of what you should expect commencing a programme.

How long does it take to start a Mystery Shopping programme?

We work closely with clients to develop a Mystery Shopping Programme that addresses your business’s organisational goals, training objectives and quality initiatives. On average it takes between 4-6 working days to set up the programme, however this depends on the complexity of the programme.

Can we use our existing mystery shopper evaluation forms?

Yes. We have developed and implemented hundreds of programmes, and our experienced account managers can custom develop a completely new evaluation form, adapt your existing forms, or suggest ways to improve your current evaluation strategies.

How do you handle my shopping requests?

You will be assigned an Account Manager who is responsible for day-to-day client management activities including shopper follow-up, audit and review, and final distribution of the completed mystery shopper and program summary reports.

How are my Mystery Shopping requests scheduled?

Our Assessor manager selects only the best qualified mystery shoppers to perform evaluations. To ensure quality, the performance of every Mystery Shopper is graded after completion of each shop.

How do you report the results?

The primary vehicle for reporting is through our QUEST website, where you enjoy 24/7 access to the shopper reports and summary data. We can provide multiple levels of password protected access to allow corporate, divisional, regional and individual store level access as necessary. We ensure that there is only a short gap between time of shop to time it is published online. Once published, the data is available for review by your list of approved users over a secure web browser interface.

Do you guarantee shop reports?

All our mystery shopping programmes are covered by a 100% satisfaction guarantee. If a mystery shopper report is not completed to your specifications or satisfaction, we will replace the evaluation at that location at no additional cost.