Clients pay to receive a professional assessment of their customer service. Mystery Shopper reports form an important part of their staff training, so it is essential that your Surveys are accurate and objective. The information you write on every Questionnaire is quality checked by HOED and analysed by representatives of the client’s business.
Please read this Training Manual thoroughly and refer to it regularly to maintain your expertise.
Specific Job Instructions for conducting a Survey and guidelines for completion are attached to the Questionnaires. Instructions differ between clients and may change from month to month. Shoppers must completely read and take a copy of these documents for each and every Assignment.
Our monthly newsletter, the HOED Herald, is used to communicate important announcements and provide topical information. It features special jobs, competitions, hints to help you complete assignments more efficiently, client feedback and office news. Contributions and news items about Mystery Shopping are welcome. It is a condition of your engagement with HOED that you read the Herald each month.
You can always contact head office staff for guidance and advice with your Assignments. We are available to you during business hours (Mon - Fri 9.00am - 5.00pm) on Freecall 1800 025 121. Our Freefax is 1800 063 279.
Keeping your identity Confidential
Every Mystery Shopper must protect his/her identity. It must remain a ‘mystery’. It is natural to want to talk about the work you do but be discreet, remember you are to assess the service you receive as a typical (anonymous) customer. Do not use identifying information on a Questionnaire, such as your name, who you had with you, what your child did, etc. If you feel that staff know, or suspect you are a Mystery Shopper, please let us know by telephoning us on 1800 025 121.
Shoppers are not to engage in nor share information on shopper blogs concerning their activities or experiences.
Initiative, Reliability and Meeting Deadlines
It is important to ‘do your homework’ and think through each scenario, before carrying out the assignment. Use your initiative. Try to anticipate the questions that staff might ask and have your answers prepared.
HOED depends on your reliability. It is your responsibility to follow Survey instructions, obtain accurate information, check your Assignments to ensure that standards are met and complete and return your Questionnaires on time.
Clients pay to have their Survey results delivered at the time promised, so you need to return your Questionnaires on or before the return dates shown on your Job Instructions. It is vital that you comply with all Assignment time requirements. If you miss a date and/or time or have a problem meeting any deadline – email our staff as soon as you know you cannot complete an Assignment, send an email to allocations@hoed.com.au.
Your reliability is tracked in our systems and will make you eligable for more attractive assignments. The more reliable you are the greater number of jobs you will be eligable for and the better the jobs you will be offerred.
Dress code
Mystery Shoppers should dress appropriately in clothes that a typical customer of the business might wear, in order not to appear different from other customers. Presentation should be of a professional standard –- neatness, cleanliness and tidiness are compulsory but be careful not to overdress for some of the assignments.
Professional conduct and ethics
The ICC/ESOMAR International Code of Marketing and Social Research Practice provides guidelines for conducting Assignments in an ethical manner. HOED Mystery Shopping complies with these guidelines, you will not be asked to do anything that contravenes them. To view these guidelines click on ESOMAR Guidelines.
Behaving professionally when Mystery Shopping is essential. Your integrity in conducting Assignments and the quality of information you provide reflects on all Mystery Shoppers and on HOED. All Questionnaires are checked and validated. If a Mystery Shopper has misrepresented or falsified information, they will be removed from the Mystery Shopping program.
Conflict of Interest
You must advice us immediately if you are asked to complete an Assignment involving a business that employs you or a family member, or a company in direct competition to your main employer, or a business that employs someone personally known to you. You must contact us on 1800 025 121 or email us on: allocations@hoed.com.au for advice.
Communication
Do not hesitate to email if you have any difficulty with your Mystery Shopping. This allows us to attend to problems promptly. If HOED staff leave a message asking you to call – please return this call promptly; it will be important! If you don’t tell us your work will be late and we cannot contact you, your Assignments will be reallocated to another Shopper who will be paid for them in your place. Your communication with us is vital.
Mystery Shopper Training Declaration
To confirm your commitment to fulfil your responsibilities as a Mystery Shopper, you are required to read and sign The Mystery Shopper Training Declaration before conducting your first Assignment. You will need to return a signed copy of this declaration to HOED and retain a copy for your own personal records. For a copy of the document click on Training Declaration.