What is a Mystery Shopper?

A Mystery Shopper is someone who anonymously observes and documents the quality of service at a store or business on a given day. This allows clients to evaluate a sample of service delivery, product knowledge and/or facility maintenance from a completely independent and reliable source. Fusion Business Solutions "assignments" are used to:

• Improve service quality to customers,
• Reward store managers and other staff for good performance, and
• To ensure that outlets comply with established guidelines and policies.

Please be aware that FUSION's supervisors may sometimes need to phone or email you to clarify your answers. This is not to "check on you", but just so we can ensure the integrity of the data we collect. It is also an opportunity for us to gain feedback from the whole network of shoppers. Feel free to discuss any problems or suggestions with our staff and, thank-you for signing up with Fusion Business Solutions Mystery Shoppers.

What makes a good mystery shopper?

A good mystery shopper is always anonymous. A mystery shopper should be able to visit the same location a number of times without being detected by the staff. Mystery shoppers do not take forms on the premises with them and do not take notes when they are visible during their shopping time.

A mystery shopper who does not reliably complete assignments is of no value to us and will be eliminated from our shopper pool. Of course, we realize that occasionally, situations may arise that prevent a shopper from completing an assignment they have agreed to take. Reliable shoppers contact us immediately to inform us of the situation. Reliable shoppers also submit their reports within the 24-hour deadline after completing the assignment.

All forms must be completed in detail. Areas cannot be left blank. Questions cannot be overlooked. Your written observations must agree with the way you scored questions. If we have to contact you to ask for missing information or clarify what you have submitted, your payment may be reduced and your status as a shopper could be jeopardized.

After you submit your shopping questionnaire online it is reviewed by a supervisor, who checks it for completeness, detail, accuracy and to be certain that it meets the high standards of Fusion Business Solutions. You must be accessible to a supervisor during daytime hours and available to discuss your report, if necessary.

• You must be at least 18 to sign up as a Mystery Shopper and complete an assignment.
• You cannot take on an assignment where you or any member of your household is employed currently.
• Names are very important: Your report loses most of its value if it does not correctly identify the people involved.
• Follow the specific instructions and complete all sections of the questionnaire: If you fail to enquire about the right product or don't fill in a particular section - your questionnaire can't be sent to the client and you may not get reimbursed for the assignment.
• Some assignments will require that you write brief summary about your experience: These are very important to the client. When making written comments, the comments should agree with your scoring. Give comments whenever possible, especially when you scored in a negative way. Provide only your observations and personal reactions, not what you think others might feel.
• If an assignment is assigned at a particular time and date it is so we can measure all of a client's stores at the same time to get a really clear comparison. If you find you can't do an assignment and you've already booked it online - please let us know at least 24 hours before so we can re-allocate the assignment.
• Do keep your profile page updated. None of your details will be made available to anyone outside of Fusion Business Solutions. We will however give our client's a snapshot of the shoppers on our database so they can then target these groups for specific research purposes, like based on age, gender, etc...
• Read ALL emails and the assignment brief carefully, as they provide important information regarding the shop and the client's requirements.

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