An In-depth Guide For Mystery Shopping

By Author: David Andrews
Total Articles: 197
Comment this article

Rose, is one of the top evaluators for Coyle Hospitality Group, a company that performs mystery shopping services to a variety of businesses. Rose has “shopped” for over 100 different mystery shopping companies, but recently she has worked with about 6 or 7 companies regularly. She has done several kinds of mystery shops, but found her niche in the hospitality industry–specifically with hotels, and occasionally restaurants. Rose has performed over 500 hotel and restaurant evaluations, and currently evaluates 4 to 7 properties each month. Her mystery shopping exploits have taken her all over the world, from Singapore to Mexico, and from France to Thailand.

There are two types of assignments that Rose likes the best. First, there are those that give her the opportunity to stay somewhere that she could never afford to visit on her own. She enjoys traveling with her family, and her mystery shopping jobs have allowed her to do just that at little cost. The other type of shops that Rose enjoys are those where the service exceeds her best expectations. Rose became a mystery shopper for the experiences provided, not for ...
... the income boost. Rose’s mystery shopping jobs have opened her eyes to a world of possibility, and she could not be more grateful. And because mystery shopping has been such a big part of her life she contributed to this guide to help other mystery shoppers get off on the right foot.

Finding The Top Mystery Shopping Companies

There are countless mystery shopping companies out there but not all of them are legitimate. Finding the companies that are right for you can be difficult, especially with the increasing number of mystery shopping scams. Rose laid out three traits that the top mystery shopping companies share:

Excellent communication and support
Responsiveness
Individual approach to each evaluation

Things go wrong during evaluations without warning and without fault. It is important to have a go-to support team from the mystery shopping company when this happens, and if the company doesn’t offer that, the shopper has a huge problem. No one wants to have an unsuccessful shop, and the key to this is a constant, open resource. Responsiveness is tied to this as well. If the resource exists but you can’t get in touch with it, there is no point to having the resource at all. Rose has good judgment, and she does her best to put herself in the client’s shoes; but sometimes, you just don’t know which way to go in a situation, and the mystery shopping representative is your best bet for navigating through the thorns.

Rose believes that word-of-mouth is the best source for finding legitimate companies. Many shoppers underestimate the power of networking in this field, and it goes a long way in terms of avoiding scams. Talking to other shoppers about their experiences is the best way to know if a company is right for you. Wondering about red flags? If you hear that a company is not paying as promised, not paying in a timely manner, or paying shoppers later than expected, do NOT accept a shop from them. Rose says it is incredibly important to understand the company’s payment process and be comfortable with it. If the company is a scam, the signs are there.

How to Distinguish Yourself from Other Shoppers

Always do the best you can
Find the best types of shops for you
Do your research

Some evaluators have the mindset that mystery shopping companies do not value their shoppers. These evaluators, both new and experienced, think they are not being paid well enough, so they cut corners. Rose thinks this is the biggest mistake a shopper can make. Her philosophy is to always perform to the best of her ability, and this makes her stand out amongst the rest.

After Rose found her niche, Hotels, she realized the importance of choosing assignments that fit her. That's because it's difficult to evaluate a place you are completely uncomfortable in. For example, if you don’t go to bars or feel uncomfortable around alcohol, don’t take a bar shop. Rose once took a shop at a hotel that catered to the motorcycle crowd; the experience was unpleasant for her, and she did not fit in. Ultimately, if you do take the wrong assignment, it is not a good time for you, and it is obvious to the client.

What the Mystery Shopping Companies Look for in Long-Term Evaluator Relationships

Rose has found that there are three qualities that good mystery shopping companies look for in evaluators:

Integrity
A Strong work ethic
Commitment to the mission and the client’s best interest.

Rose’s integrity has put her ahead of the pack. She advises not to game the system or take any assignments that aren't worthwhile to the shopper. As the mystery shopper, you are the face of the company in their client’s establishment; they want to know you are representing them well and in a positive light. That means that if you make a mistake, own up to it, and always prove to them that you will do what they ask you to do.

In regards to a strong work ethic, it is important to be easy to communicate with. Accuracy and flexibility are also important. Finally, you must be committed to the mission and the client’s best interest. If you are there to perform a successful shop, follow directions, and provide the client with the means to improving their operations.

The author enjoys researching mystery shopping companies and participating in mystery shopping jobs.