Frequently Asked Questions (FAQs) About Mystery Shopping Services
from Customer Perspectives
 Q.
Do you offer electronic reporting?
WE DO! This means you can access both customer service evaluations
and a variety of consumer feedback data from our secure, password-protected
website - anytime, day or night. This also means your shopping information
will reach you...
FASTER - instantaneous transmission
NEATER - all comments are typed
WITHOUT SCORING ERRORS - scoring
is automatic
SECURELY - only those with passwords
have access
The technology used is state-of-the-art with continuous new features
and enhancements.
CLICK HERE
for an online demonstration of many of the electronic reporting features
we have to offer.
Q. How frequently do I need consumer feedback?
You may choose to have customer
service evaluations as frequently as you wish. Typically,
retail locations are shopped once or twice a month. However, we have
some clients for whom we shop twice per week and others who prefer to
receive their consumer feedback semi-annually.
Q. Should I tell my employees they are being shopped?
If you are conducting a baseline study, you may choose not to announce
your first customer service
evaluations. However, we generally recommend that you are "up front"
with your employees that you have hired an outside company to give you
consumer feedback.
The fact that you have hired Customer Perspectives™ is an important
indication to your employees that you have a serious commitment to customer
service and consumer feedback. Your employees will be encouraged
to "stay on their toes" because they never know when we may be visiting.
We also encourage employee involvement in the development of our customer
service evaluation form to encourage "buy-in" to your mystery
shopping program. If your employees are aware of the program, they
will be more receptive to the suggestions for improvement they may receive
from our consumer feedback.
Q. Can we use the mystery shopping program as part of our recognition
or incentive program?
YES! We believe it is just as important to catch people doing something
right as it is to find customer service problems at your business. We
help many of our clients identify "superstars" so they can be rewarded.
We will custom-design your customer service evaluations to support your
training and incentive programs.
Q. Who are your mystery shoppers?
We have a nationwide database of over 30,000 customer service evaluators,
usually called "mystery shoppers" or "secret shoppers". Many of them
provide consumer feedback to multiple companies and have significant
experience in customer service evaluations. Each shopper is provided
with client specifications that explain your unique requirements for
consumer feedback.
Q. What preparation do your shoppers receive?
All our mystery shoppers receive orientation materials that emphasize
the importance of reliability, objectivity, thoroughness and quality
writing in providing consumer feedback. These materials also include
helpful hints. Each shopper also receives comprehensive client specifications
that explain the unique needs and requirements of each individual client.
When their customer service evaluations are reviewed, shoppers are rated
for their quality. And we weed out shoppers who fail to meet our high
standards. Each shopper also signs a nondisclosure and confidentially
agreement to protect our clients privacy.
Q. How do you guarantee your product?
Our Quality Assurance Team reviews each customer service evaluation
for completeness, content and consistency. If, for any reason, you are
not completely satisfied with our consumer feedback, we will offer to
re-shop the location at our expense or credit your account, whichever
you prefer.
Q. What about pricing?
Pricing is predicated on how long and complex the shopping experience
is. It is also a function of volume and frequency. In addition, time
or day restrictions, though sometimes necessary, add challenges to scheduling
and therefore are more costly. Please contact us via phone or e-mail
for pricing options.
Q. Does your firm also do training?
No - we consider it a conflict of interest to assess your need for
training and then conduct that training. However, we can recommend several
trainers. In fact, one of them owned a very successful mystery shopping
business. Click the link below to learn more about his loyalty training
seminars and videos.
www.bradworthley.org
Learn more now. Call Toll Free 800-CPSHOPS,
to find out how Customer Perspectives' mystery
shopping programs can improve your bottom line!
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