The Mystery Shopper’s Manual

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Kevin Leifer, Director, Client Service of ICC/Decision Services, answered some questions for us about being a mystery shopper for ICC/Decision Services.

ICC/Decision Services is an MSPA-member company headquartered in New York, NY. They offer a variety of programs to measure the customer experience (including mystery shopping), and their clients include many major retail, hospitality and financial companies.

Describe the ideal shopper.

The ideal shopper is punctual, communicates well (both in terms of well written reports and in keeping in touch with the MS company), reads all instructions/survey prior to visiting location and blends in to the environment. Shoppers typically need to remember many details happening in a very short period of time. The ability to convey these details as specifically and factually as possible is paramount - not only using adjectives to describe what was observed, but really drawing a complete picture to make them feel as if they were there and continuing the picture through the visit to create an entire story.

What do you see as the future direction of mystery shopping?

As mystery shopping becomes more of a well-known tool among retailers and other users, clients’ expectations of the tool are increasing ten-fold. What impressed clients ten years ago (delivering results within 24 hours) has become table stakes. The wow factor is now focused around the quality of the information the providers deliver and helping the clients understand and use that information to better their organization.

Does your company recognize MSPA certification?

ICCDS fully supports the Shopper Certification program and allows certified shoppers the first opportunity to accept assignments.

How long after a shop are your shoppers typically paid? Do you use/require PayPal?

ICCDS pays within 30 days exclusively through PayPal.

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Get more information on mystery shopping from David Rich, President of ICC/DS at http://www.MysteryShoppingConfidential.com/