How to choose a mystery shopping company

1. Who are the shoppers?

• How are shoppers recruited, verified and approved?
• Is there an age, ID or conflict-of-interest check?
• Can a shopper be matched to your real customer profile?
• What happens when a submission is incomplete or inconsistent?

2. What exactly gets measured?

• Can the scorecard reflect your own standards, not just a generic template?
• Does it cover every channel customers use: phone, web form, email, text and in person?
• Are the questions observable facts (was a name given?) rather than opinions?
• Is scoring weighted so the moments that matter most count most?

3. What evidence comes back?

• Timestamps, photos and specific comments for each scored moment.
• Clear separation between what was observed and what the shopper concluded.
• A record of the scenario actually used, so results can be compared fairly.

4. Is the report useful to act on?

• Does it lead with the few findings that matter most?
• Are recommendations specific enough to coach a team member?
• Can results be compared across locations, shifts or time?
• Can you see a full sample report before you buy? Ours is the Takeover sample report.

5. Is pricing clear?

• Is the price per shop stated before you commit?
• Are any purchases, reimbursements or extra visits approved by you first?
• What happens to unused shops at the end of a term?

Questions to ask any provider

1. Can I see a complete sample report?
2. How are shoppers verified, and how is quality checked?
3. Can the scorecard use our standards?
4. Which contact channels can you evaluate?
5. How quickly do reports arrive after a visit?
6. Are there any charges I have not approved in advance?

How Takeover fits