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.

神秘顧客計劃為透過有關顧客服務的商業調查，從中蒐集重要的數據，以用作評估服務質素和提升業界的服務水平。經過嚴格培訓的神秘顧客需根據指定計劃，在規定時間內扮演一般顧客並作出仔細觀察；當中各行各業的服務評核準則會按個別要求而訂，神秘顧客需按此標準對目標對象進行一系列的評估活動，以及以客觀的角度將調查所得的綜合資訊作出匯報。為了使計劃有效達成，神秘顧客必需小心審視任務細節(如服務評分準則﹑店舖外貌﹑產品擺放及店內推廣活動等)，同時確保隱藏好身份，務求評核過程不受非必要因素影響。神秘顧客在調查任務中所收集的數據資料將有效地反映業界的服務質素及不足之處，令目標機構從中改進，與顧客建立更緊密關係，將客戶服務的水平提升到更高層次，整體而言有助業界精益求精。

How will I be prepared for an assignment?
我應如何為神秘顧客任務作準備?

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.

合資格的神秘顧客將會收到詳盡的任務指引，當中包括進行任務的基本資料，以及特定的情節內容，而神秘顧客必須完全按照事先安排的情節進行探訪活動。指引的形式一般為列有清晰步驟的文件和網上訓練資料；因應情況，神秘顧客也有可能需要接受網上﹑電話甚至親身培訓。

How can I access the webinars or video tutorials?
我應如何獲取網上的任務指引和影片教學?

A link to the courses can be found in the written briefing materials
在任務指引文件中，將會提供一條網站連結通往網上的任務指引和影片教學。

Can multiple assignments be performed each day?
在一天當中能否進行多於一個任務?

How many assignments can be carried out per day depends on the parameters of specific assignment rules.
在一天當中可進行的任務數量按個別任務的守則限制而訂。

 Are there any software requirements to enter my information via the web?
如果我要輸入網上資料，有甚麼系統要求

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?
我需於多短時間內提交任務匯報

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.

任務匯報需於任務完成後的12小時或之前提交，而有部分任務更要求即時的任務匯報。為了任務的詳細度和準確性，神秘顧客應在任務完成後記憶猶新的短時間內，盡可能把所有訪問細節記錄下來並盡早提交報告。

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?
申請成為神秘顧客是否免費?

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?
已登記的神秘顧客是否能夠為其他同類型機構進行探訪任務?

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。