Common Mystery Shopping Questions

What is Mystery Shopping?
神秘顧客是甚麼 ?

The term mystery shopping refers to customer satisfaction research methods for studying predefined customer service and compliance standards. In these studies, you would serve as a trained observer, as a so-called mystery shopper, and engage in a normal customer experience situation. The service standards of various service industries are evaluated according to predetermined criteria and reviewed by you. This is not your subjective perception, but the most objective assessment of certain quality standards that we will ask you to report. To collect the results as authentically as possible, the service employees should never know that you are in fact a mystery shopper.

The results of the tests that you collect as a mystery shopper will allow businesses and organizations detect the vulnerabilities in their service standards, and make adjustments to help service future customers in a manner more closely aligned to their high service standards.  Your role as a mystery shopper ensures that compliance risks are routinely examined (eg, standards of service, appearance, product placement, in-store promotions, etc). With your help, customer service levels can be improved across an entire network of locations, ultimately benefitting all customers.


How will I be prepared for an assignment?

For assignments in which you qualify to act as a mystery shopper, you will receive a detailed briefing that includes information pertaining to the assignment, and a description about the scenario to be followed.  It usually consists of a documented set of steps and instructions as well as a short online training. In some cases, mystery shoppers will also be prepared in person, by phone or by webinar.


How can I access the webinars or video tutorials?

A link to the courses can be found in the written briefing materials

Can multiple assignments be performed each day?

How many assignments can be carried out per day depends on the parameters of specific assignment rules.

 Are there any software requirements to enter my information via the web?

We recommend your Internet browser always upgrade to the latest build. In addition, it may be necessary to include photos of documents, business cards or the like in digital form. A scanner, a photo-capable phone or digital camera will help. Our software is optimized for the latest versions of Internet Explorer, Firefox, Chrome, and Safari.

我們建議你的網頁瀏覽器應時常更新至最新版本,使用最新版本的Internet Explorer, Firefox, Chrome及Safari瀏覽器系統效果最佳。除此之外,由於任務匯報有可能需要上載數碼檔案如文件﹑商業卡片等的影像證明,你或會需要掃瞄器﹑具備拍照功能的手提電話和數碼相機等的工具協助。

How quickly must the shop be submitted for review?

We need the results submitted no later than 12 hours after physically performing the assignment. This is important so that your observations and responses are as fresh in your mind, as authentic and detailed as possible. Some projects even require the immediate entry of the results directly after the execution.


What is the employment status of a mystery shopper?
神秘顧客的受雇狀況是 ?

Mystery shoppers work exclusively as independent contractors/freelancers for Ipsos.

神秘顧客作為向 Ipsos提供服務的獨立合同人/自由工作者。

Is the registering to become a mystery shopper free?

Yes, Ipsos will never request that you pay to become a member of our mystery shopping panels.

是的,你可以隨時申請成為我們神秘顧客計劃的一份子,對此 Ipsos 並不會收取任何費用。

Can mystery shoppers registered with Ipsos perform assignments for other mystery shopping companies?

Absolutely – it is even encouraged that you perform assignments for other mystery shopping companies.

完全沒問題 – 我們甚至鼓勵你嘗試為其他同類型機構進行探訪任務。