MYSTERY SHOPPER FAQ’S

Welcome to the exciting world of mystery shopping! Whether you are brand new to mystery shopping or a seasoned veteran, we hope that you will find some information on this page that will help you improve your skills as a mystery shopper and become a more valuable asset to our company and the other companies with whom you work. We could not do our business without you! We are happy to have you as part of our team and look forward to working with you!

Mystery Shopping is a valuable tool, which provides owners and operators of service businesses with a fair, objective and unbiased view of their operations through the eyes of an educated consumer. Companies use the detailed reports to make important management decisions based on the information provided.

Your job as a Mystery Shopper will be to visit a specific operation as a regular customer and fully describe the events you witness. Before completing the assignment, you will be informed or given a summary of the specific company’s standard operating procedures, i.e. what the employees are supposed to be doing, so you will know what to look for. After the visit, you will complete a customized report for each operation detailing the events, both positive and negative.

The success of Customer Impact has been built on the quality and timeliness of the reports the company provides to its clients. All reports must be clear, concise and honest. Remember that it is not your job to be an overzealous food critic, chastise the service personnel, or to be a judge and jury. Your function is to provide accurate and factual information, using the guidelines provided. All work performed is strictly confidential. You are advised not to tell friends and family where you are performing evaluations or the results of the visits. Doing so may compromise the integrity of the reports and your future with Customer Impact.

Go to Shopper Login link under the “Shoppers” tab. Then, enter your login information to access your shops and job boards.

Customer Impact is a mystery shopping company formed by Scott Hiller and Mike Green, founders of Speedmark Information Services and Green & Associates. They bring 40 years of mystery shopping experience to the company. Mike Green was past president, board member and charter member of the Mystery Shopping Providers Association. Customer Impact was formed to help smaller, local and regional clients enhance their customer service and grow into national clients. Customer Impact will work hard to provide the more personalized one-on-one service that smaller, fast growth companies require.

The reports are to be completed immediately following your visit to ensure that the information reported is accurate and complete. You may not fill out the forms while performing the shop. Remember that the staff is not supposed to know you are there. If they know or suspect that you are a mystery shopper, they will raise their level of service, and we cannot provide our clients with accurate and objective information. If they determine that you are a mystery shopper while you are completing your assignment, there is a good chance that we will not be able to use the report or pay you for the shop.

Reports are to be completed and submitted within 24 hours of your completing the shop. The reports are completed by going to our website, www.customerimpactinfo.com, clicking on the “Shoppers” tab, then going to “Shopper Login.” We will not accept reports by mail, email or fax. The 24-hour time frame allows the editors at Customer Impact the opportunity to read the reports, contact the shoppers clarify any problems and submit the report to the client within a five-day period. Timeliness is vital to our clients. If additional information is needed, editors will contact shoppers via either e-mail or phone within two to four days of the shop being submitted, in most cases. It is important to be available for follow-up after submitting the report. If we are not able to reach you for clarification, the shop may not be used.

You will be reimbursed for actual expenses incurred; i.e. permitted food and drinks consumed while performing the shop. We do not reimburse for mileage. You will also be paid a set fee for completing the shopping report. In order to be fully reimbursed, you must provide us with the detailed receipt that lists the items ordered. Receipts can be faxed to our office at 979-693-7904, or they can be uploaded directly to your report online. Be sure to legibly print your first and last name, as well as the amount of tip you left, if applicable, on the receipt. In addition, your work must be on time and of good quality to be fully compensated.

Shoppers can be paid through direct deposit with funds from Customer Impact deposited directly into your checking account. This method is strongly encouraged and can be done by changing your method of payment in your shopper profile, or contacting Chris Reynolds at creynolds@swhinvestments.com.

All other shopper payments are processed through PayPal, and your email address on file with our company should match the email address you use for your PayPal account. Payments to all shoppers are made between the 15th and 25th of the month, for the previous month’s assignment. Example: A shop completed in the month of July will be paid between the 15th and the 25th of August.

Instructions below:

Step 1: Go to www.paypal.com and sign up for a free PayPal account. You can also learn about PayPal on their site, which will answer most of your questions. Click on HELP, and the most popular questions are answered. PLEASE NOTE: Your email address in PayPal must match the email address that you use for our Gateway web site.

Step 2: Customer Impact will send the funds to PayPal, and they will automatically credit money to your account for any shops completed the prior month.

Step 3: You will receive an e-mail titled CUSTOMER IMPACT PAYMENT AVAILABLE. Do not delete this e-mail.

Step 4: Open your e-mail, and with a click of the button, you can: Do not delete this e-mail.

  • Send the money to your bank account
  • Use it to send a payment to someone else
  • Use the PayPal virtual debit card to shop anywhere online
  • Sign up for the PayPal Money Market Reserve Fund to earn a return on your PayPal balance
  • Request a PayPal ATM/Debit Card, and spend the money anywhere the MasterCard or Cirrus logos are displayed, or withdraw the money from an ATM

Factors include:

  • Must meet the profile of the client
  • Ability to complete reports as instructed
  • Ability to produce a concise, complete report
  • Ability to complete reports on time
  • Ability to be objective
  • Location
  • MSPA certification
  • Prior experience with our company
  • Shopper Profile ***If you filled in your profile with ALL CAPS or all lowercase letters, you are much less likely to be chosen for an assignment. Please use proper capitalization.***

Those who follow the guidelines and make our job easier will receive the majority of assignments. Shoppers who submit their reports at the last minute, or late, will not be likely to be rescheduled. If we have to make long distance calls every month to clarify your reports, that indicates that the shops are not being performed effectively. This affects our ability to serve our clients efficiently.

Should you not wish to work for Customer Impact, simply login as you normally would through customerimpactinfo.com and deactivate your account.

Once you accept a new shop with Customer Impact, you are accepting the terms of the Customer Impact Independent Contractor Agreement.

You can defer when you first sign up, but in order for us to be able to pay you for your shops, we will either need your SSN or your Tax ID/EIN (Employer Identification Number) to be verified by the IRS. If you wish to not provide your SSN to us, you can apply for an EIN through the EIN Application Assistant at irs-ein-number.com or for free through the official IRS.gov website.

See contact information below:

Office: 800-677-2260

Client Services: Ext. 112 adobson@customerimpactinfo.com

Editing: Ext. 151 amorrissey@customerimpactinfo.com

Sales: Ext. 111 mgreen@customerimpactinfo.com

Scheduling: Ext. 152 bbooth@customerimpactinfo.com

Payroll: 281-602-8306 creynolds@customerimpactinfo.com