Mystery Shopper's Manual

Did a Legitimate Mystery Shopping Company Tell You to Steal?

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mystery-shopper-steal

After my recent post on the “mystery shoplifter” scam, I heard from several shoppers who said that they had been offered assignments from reputable companies that required them to steal. Some said that they refused the assignments because they were afraid that they would be caught and might be arrested—or at least embarrassed.

These assignments have varying requirements, but many of them involve shopping at a grocery store, placing an item on the bottom of the cart and waiting to see if the cashier rings it up. In some scenarios shoppers are told to leave the store with the item, even if they haven’t paid for it.

So is it stealing? Continue Reading

May I Say What Mystery Shopping Companies I Have Shopped For?

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Question from a mystery shopper:
Several companies I applied to for mystery shops asked for the names of other mystery shopping companies I have worked with. Is this information something I should provide to the new company or is this considered a breach of confidentiality?

First of all, I am glad that you are thinking about confidentiality. Too many shoppers share information inappropriately, either believing that it is okay to do so or because they are just not thinking.

Let’s take a quick look at what you may and may not disclose, and I will share with you how I answer that question.
Continue Reading

Mystery Shopping Responsible Behavior

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This is one in a series of posts on mystery shopper best practices.

responsibilityThis week, in the last of this series, we examine four points in the MSPA Code of Professional Standards and Ethics For Mystery Shoppers that address responsible behavior. All secret shoppers who achieve MSPA http://www.mspa-na.org/certification commit to uphold this code, and they are standards that all mystery shoppers, whether certified or not, should follow.

I will not use any MSPA media to publish complaints against vendors, clients, shoppers or mystery shopping providers.Continue Reading

Mystery Shopper Best Practices – Confidentiality

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This is one in a series of posts on mystery shopper best practices.

top-secretThis week we examine five points in the MSPA Code of Professional Standards and Ethics For Mystery Shoppers that address confidentiality. All secret shoppers who achieve http://www.mspa-na.org/certification commit to uphold this code, and they are standards that all mystery shoppers, whether certified or not, should follow.

Confidentiality is critical–that’s why they call it “secret” shopping–however, many mystery shoppers seem not to understand the importance of keeping proprietary information secret. If you are an MSPA certified shopper and you violate confidentiality, you could lose your certification. Any shopper who violates confidentiality risks being dropped by the company they burned. Confidentiality is important to mystery shopping providers and clients. It should be important to you, too.Continue Reading

Mystery Shopper Professional Conduct

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mystery_shoppersThis is one in a series of posts on mystery shopper best practices.

This week we examine four points in the MSPA Code of Professional Standards and Ethics For Mystery Shoppers about mystery shopper professional conduct. All secret shoppers who achieve MSPA http://www.mspa-na.org/certification commit to uphold this code, and they are standards that all mystery shoppers, whether certified or not, should follow.

I will not contact a client directly without approval of the shopping company.

As mystery shoppers, our professional relationship is with the mystery shopping company, and the company has a relationship with the client. We do not have a relationship with the client, and should not insinuate ourselves into the mystery shopping provider’s client relationship.Continue Reading

Mystery Shopper Best Practices – Communication

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This is one in a series of posts on mystery shopper business practices.

communicationThis week we examine three points in the MSPA Code of Professional Standards and Ethics For Mystery Shoppers about communication with mystery shopping providers. All secret shoppers who achieve MSPA http://www.mspa-na.org/certification commit to uphold this code, and they are standards that all mystery shoppers, whether certified or not, should follow.
Continue Reading

Mystery Shopper Professional Standards

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This is one in a series of posts on mystery shopper business ethics.

professional-shopperThis week we examine three points in the MSPA Code of Professional Standards and Ethics For Mystery Shoppers relating to maintaining professional standards in mystery shopping. All secret shoppers who achieve MSPA http://www.mspa-na.org/certification commit to uphold these standards, and they are standards that all mystery shoppers, whether certified or not, should follow.

I agree to perform all shops to the best of my ability.

Mystery shopping appears to be simple, so it is easy to get complacent about preparing for and performing mystery shopper jobs. However, it is important that each shop is done as thoroughly and accurately as possible. Do not rush through a shop visit or writing a mystery shopper report. Take the time to do it right.

Some shoppers justify sloppy work because they feel they are not paid enough to do a good job. If you think the pay is too low, do not accept the assignment. If you accept a mystery shopper job, do it right.
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Mystery Shopper Best Practices – Honesty and Integrity

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This is one in a series of posts on mystery shopping best practices.

handshakeIn this post, we look at two points in the MSPA Code of Professional Standards and Ethics For Mystery Shoppers relating to honesty and integrity in mystery shopping.

I will not falsify or misrepresent reports.

This is the single most important rule for mystery shoppers. The worst thing any mystery shopper can do is to falsify a report. It destroys trust between the shopper and the mystery shopping company, as well as between the mystery shopping company and the client.Continue Reading

Professional Shopper “Best Practices”

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This is part one of a series of posts on mystery shopping best practices.

businesswoman1Mystery shoppers represent the mystery shopping industry, and the quality and professionalism of our work helps to shape the reputation of the industry. By maintaining the highest standards, we elevate the professionalism and public perception of mystery shopping.

Secret shoppers who complete the MSPA mystery shopper certification program agree to uphold a code of professional standards and ethics. These standards and ethics might be considered “best practices” for mystery shoppers, whether they are MSPA certified or not.

Certified shoppers who fail to operate according to the standards can lose their mystery shopper certification. However, any shopper who is unethical or unprofessional risks losing future mystery shopper jobs, as mystery shopping companies will not work with secret shoppers whom they can not trust.

With the permission of the MSPA, I am using the MSPA Code of Professional Standards and Ethics For Mystery Shoppers as the basis for a series of posts exploring ethical mystery shopper behavior and best practices for professional shoppers.Continue Reading