We’re putting the “mystery” back into mystery shopping.
Problem: Most mystery shoppers are easily identified by staff, rendering their findings skewed and useless.
Solution: We offer the Spot Us, It’s On Us Guarantee. If your staff identifies our shoppers during a visit, we cover the cost of that visit at no charge to you. This is a one-of-a-kind practice in the industry, and we are excited to be the only company with the confidence to stand behind our service with a risk-free guarantee.
How many times have you heard one of the following remarks from your staff?
“They asked questions only an evaluator would ask.”
“The staff identified them right away.”
“Those mystery shoppers are not our typical guests.”
Complaints like these are all too common, and we’ve decided to do something about them.
Here’s the bottom line: when your staff can recognize evaluators, the evaluation is useless. Evaluator anonymity is key to a successful audit.
Unfortunately, the vast majority of mystery shopping companies do not provide adequate training or operational experience. This leads to far too many useless evaluations.
How the Service Guarantee Works
The Spot Us, It’s On Us Guarantee is available for all on-demand mystery shopping programs and brands. Should your staff identify one of our shoppers while onsite, the following procedures must be followed to receive the benefits of the guarantee.
Procedure for Notification
1. Contact us if your staff or a manager is able to identify the shopper, of if they suspect a shop is in progress.
2. A location manager or supervisor must contact us while the shopper is inside the physical property.
3. Contact must be made by a location manager or supervisor via private form.
Do not approach the shopper in question or any of their guests. Should a shopper or their guest(s) be approached by any member of the organization or staff under evaluation, the guarantee will not be honored and payment will be processed.
Should your staff successfully identify the shopper, a confirmation will be sent via email or phone call when necessary. The shop will be removed from the system and charged will be deleted.