In another thread the statement was made that forums like this one are "ruining the mystery shopping industry." I vehemently disagree. However, it got me to thinking. What would improve the industry as a whole? How could shoppers and MSC's make the industry stronger, more viable and more profitable for everybody involved? I have some thoughts, but my lunch break is almost over, so they will have to wait.

Weeeeeellllll... The mystery shopping is dependent upon other industries for its very existence. Laws, rules, regs, demographics, etc. affect mystery shopping. Yawn.You knew that.

But how, exactly, do forums such as this one affect the mysyery shopping industry-- for better or worse?

This has become a playground for shoppers an (underground industry) to come together and share...that's all it is, uncontrollable, and don't forget we probably get 1/4 of all shoppers on forums. We've talked about unionizing, having interesting conversations, nothing happened. That may be a factor of why many do it, it is not controllable, and we are allowed to have our own freedom, not be controlled. Since many are able to vent, impress, cry, help and show up, I know we all do it differently, power to the Independent.....

I saw a video for a shop at a retail shop that was produced in Europe. The shopper was provided with the training that the sales rep was required to emulate; in store with actual sales. Then the shopper completed the shop, as we complete a shop, as a video shop. Then the shopper, the target, the store's manager and someone from corporate sat at a round table of sorts to discuss the results and where and how to make improvements. These are the types of shops that I completed prior to moving to where I am now and joining this forum. These are the types of shops that have value and long lasting results for everyone involved. I can go to the same Panda that consistently serves burnt rice, the same Bed Bath & Beyond that never offers a cart and has no one on the floor because of the Store Manager's mandate to stock product, the same Kroger's a hundred times and not find anyone on the sales floor, all for the same $5 or $10 and get the same results until the end of time. This is America and we are a throw-away society and this industry follows the same path. Has Applebee's stopped frying their burgers on a chopped up pickle (gag), uh, no!

As a still fairly new shopper, I’ve found this forum to be very informative and helpful. I read it several times a week but I don’t post very often. As for improvements for the industry, I have lots of ideas for job postings and website designs (my profession). Now I just have to get the bulging disc in my spine to get back into place so I can get back to shopping!

Outsourcing resources to workers outside of this country’s will be the death of us. Cutting costs to lower wage employees to lower your bids sets the new standards on what your clients expect. The solution? Avoid outsourcing your work to India, the Philippines and the likes.

To be honest, I think many mystery shopping companies could benefit from more proofreading and care in their guidelines. I think all (?) shoppers would agree that they have accepted a shop with wishy-washy guidelines and not known how to complete it correctly. Many times, the guidelines are not updated in the same way as the shop reports so they are not consistent. Guidelines are frequently longer than needed, in a confusing layout, or containing writing errors. The shorter and simpler the guidelines are, while still giving shoppers needed information, the better chance there is that everyone will succeed (in my opinion).

That being said, I think the industry also needs to make changes in the reporting realm as well. I truly believe that shops could be done MUCH more easily, accurately, and in a timely manner if there were changes to reports. For me, the fact that some forms don't allow you to "N/A" an entire section that isn't applicable is SUCH a waste of time, especially if it's a form that won't allow submission without 100% completion. I just wrote in one box that there was not a host there, but now I'm going to fill out the next 13 questions about the host so I can move along. While some people don't like the kinds of reports that generate the next questions based on the last (ie Ipsos) I LOVE THEM.

What are y'alls favorite types of reports? Pet peeves? Life-ruiners?

Edited 1 time(s). Last edit at 05/05/2018 04:11AM by MadisonDiem.

Improving the industry? How about listen to those who represent your company whether ee's or IC's? Oh wait, making sense is NOT what MSCs are about. Most of my work is with MSCs who do make sense from their support, processes, and reports.

Had my sales training materials looked like majority of these guidelines, all my trainees would've quit on the spot!

I have an idea....maybe start posting which surveys/guidelines actually make sense and are reasonable for the fees. For example, the JIB ones I wouldn't do for under $10 (I don't eat JI, but for someone who was going to spend $5-6 there anyhow, it is probably one of the best examples of what MSCs should follow.

We could start a new thread like "BOYCOTT THESE SHOPS." Maybe we can't be a union but it will make MSCs pay attention. Example: ACL - why on earth can you NOT save any information without the start and end occupancy percentages? I hate having to put something in just to add notes.

I think this forum helps us to support each other and I think MSCs from time to time do pay attention and make some adjustments. But it needs to be at a greater scale.

Why are we worrying about this anyway? We are independent contractors, not employees, not part of a union. Sometimes other people's problems are just that. This forum is already an outlier as far as I'm concerned. People who are in business for themselves taking a lot of their time to basically help their competition get a leg up. How much more should we be expected to do.

I never thought this forum was to change the Mystery Shopping business. I agree with LisaSTL, we are independent contractors, period. I understand the grievances that some of you have. I only shop for the MSC that treat me well. I select where and when I shop. I can control how much income I make. I have been Mystery shopping for over 10 years. I have no control over the MSC's. I like this forum because I feel that I can speak about the industry any way I want and have a positive contribution. Some of the forum members are helpful, some are funny, some are serious, and some feel like friends. That is what I get out of the forum.

No one is worried. Some people are asking for clarification of the original statement. (This is not much different than when an editor returns a report to a shopper requesting information or clarification.)

The fact remains, boycott all you want, don't take low ball jobs, there is always someone that will...therein lies the essence of this industry. I do notice well paying jobs don't fly off the board like the 7.00 ones. Many just do this for the perks (fun if you will), and don't want the work, while some work for the money only, it is a business as diverse as any I have ever seen. I appreciate getting the emails for the "good jobs", and those few jobs go to the experienced shoppers that have proven themselves thru the years. This is another debate trying to make something else out of an industry that is, what it is.....I do enjoy everyone's thoughts....

I'm pretty sure we represent a very tiny portion of those who do this work. It's been helpful to know how other parts of the country are being compensated, how far other shoppers are willing to drive, and how we share frustrations.

I completely agree with the poster who said the guidelines are a hot mess. Most companies are in need of a re-write.

I don't know if the industry will improve as much as it will change into more of a snapshot report rather than narrative. I cannot imagine the customer surveys provide constructive feedback to companies. I'm imagining more of an in-house electronic customer survey done before they even walk out the door.

My take on better work would be to provide clearer scopes for the shoppers. Sometimes I accept shops that are as open-ended as you can think. When that happens, does that mean you’re okay with a couple of sentences as long as I met your shop requirements? Sometimes I take the risk and send that in, then get it sent back for additional input. A clearer scope at least for us shoppers will do everyone a good favor in knowing the expectations and how that compares to the compensation offered for the shop. But of course, their client comes first. If there’s no budget to reinvent the wheel, why do it even if it improves the scope and guidelines for the shoppers?

I've often thought that for anyone whose primary career involved professional writing and tight communication skills, they could transition in retirement to consulting for the MSCs - writing guidelines & instructions for them, with user friendly templates (user friendly for all). Just that one step could make a huge difference in efficiency for all - the shopper, the company and the client - win, win, win. One might ask would they be willing to pay for that service? many contract out now for scheduling - all of it lowers the overhead, so why not.

I think shoppers will benefit when they stop expecting companies to pay and act appropriately when they are willing to work an hour for a $5.00 fee. I think companies would benefit if they stopped treating their shoppers like they are doing them a favor offering them a low paying shop. There are problems on both sides, shoppers expecting too much, companies paying too little and expecting perfection. If you need more money get a part time job that pays some benefits and then be picky about your shops and use them to supplement your steady income.

@Cricut157...that's exactly what I do, but, still want shoppers to make a fair fee for work done. They have every right to want and get that.



Edited 1 time(s). Last edit at 05/07/2018 12:13AM by Irene_L.A..

I agree that this forum is strange in that we are helping our competition to get a leg up. However, we all do have a vested interest in strengthening the industry. A stronger industry would imply more work and higher pay for all of us. A weaker industry would suggest more failing companies. How most we can do as IC's is limited. However, MSC owners participate here from time-to-time as well.

Besides, is it not nice to have positive threads from time-to-time?

@LisaSTL wrote:

Why are we worrying about this anyway? We are independent contractors, not employees, not part of a union. Sometimes other people's problems are just that. This forum is already an outlier as far as I'm concerned. People who are in business for themselves taking a lot of their time to basically help their competition get a leg up. How much more should we be expected to do.

I didn't consider the thread to be particularly positive or negative. More an exercise in futility. If it is how you would like to spend your time, go for it. I have a good book waiting for me right now.

@LisaSTL, and yet you are reading and answering... I wish there was a way to better the industry, but being a realist, I know better......maybe MFJ has some ideas.....he is intitled to voice them.

Apparently he is the only one who is entitled to voice his opinions. Other than creating the thread and asking a question, to which I responded, he has only said, "I have some thoughts, but my lunch break is almost over, so they will have to wait."

Yes, I have been swamped the last two days... I started typing earlier today, but had to leave the computer...

It strikes me that the key to having as strong an industry as possible is to work towards having the highest quality reports possible. If the reports from shoppers are strong, detailed, thorough, accurate and timely, they can provide information to the clients that clients feel that they cannot do without them. If clients are confident that our reports give them information imperative to keep up with the industry, we won't see clients abandon their programs. More companies will order more shops and the industry will grow.

Strengthening reports starts with the MSC.
1.It is common for guidelines to be vague, unclear, subjective, and/or ambiguous. Clarity on exactly what the client wants is imperative.
2.All MSC's demand a certain level of quality. However, if a shopper is only going to be compensated a (or below) minimum wage workers, the MSC will struggle to attract folks organized, reliable, and articulate enough to meet their standards. Demanding $30 worth of work, but only paying $10 will result in many reports to be poorly written and/or abandoned.

3. Very few MSC's have more than a minimal screening for their prospective shoppers. That's fine - it's great that basically anybody can be given a shot. However, we all often read reports from MSC owners, schedulers and editors expressing frustration about the quality of shoppers. If shoppers are not doing their jobs, they should be cut loose and reports should be rejected. We all express frustration with low pay. Would it not be better for the industry to cut poor shoppers loose more quickly and demand that reports be strong (before editing)? Offering better payment will make this a more viable option as a career for more folks. Having higher expectations for the quality of shop reports would, of course, have to go hand-in-hand with higher pay.

4. Conferences... I am convinced that, for most shoppers, the various conferences are not a viable option for learning more about the industry, their skills, etc. It's not that the conferences themselves are poor, but that they involve travel, which is expensive - and not affordable for many, many folks. I would consider a conference if it were closer to my home town. If these conferences are so valuable, perhaps the groups offering them could make a point of moving them around the country more frequently? Other than a couple of online forums and these conferences, where is somebody supposed to learn about how to conduct themselves as a shopper?

5. MSPA Certification Levels: With the Silver and Gold Certifications, MSPA member companies have a tool that can be used to train shoppers (whether online or otherwise) how to become successful shoppers. I have felt absolutely zero pressure to or incentive to spend the money to gain the Gold Certification. Some shoppers have reported that they think that they get some assignments that others don't. However, there is no way to be certain -after all, I don't see what they see and vice-versa. I get email requests for assignments as do they. However, there is no way to know that these offers have anything to do with the Gold Certification. If MSC's find the certification valuable, they certainly don't advertise it - other than sometimes having a box to check when filling out your profile. What if MSC's could advertise on their job boards things like: "$5 bonus on each assignment for Gold Certified Shoppers" or "These shops are only available to Gold Certified Members" and showing them listd on job boards. Maybe some advertising emails could be sent to all shoppers saying, "here is a list of shops available in your area for Gold Certified shoppers." By coupling these sorts of offers with a somewhat rigorous Gold Certification program, They could potentially improve the quality of shoppers - at least those who are just starting out in the industry. It could also help to orient more shoppers who are just starting out so as to give them the background that would enable them to remain in the industry long enough to become skilled shoppers. Additionally, if MSC's really believe the program to be valuable and something that would help improve shopper quality, why not make the training free? Do they not benefit from having a better-trained community of shoppers?

@MFJohnston wrote:

It strikes me that the key to having as strong an industry as possible is to work towards having the highest quality reports possible. If the reports from shoppers are strong, detailed, thorough, accurate and timely, they can provide information to the clients that clients feel that they cannot do without them. If clients are confident that our reports give them information imperative to keep up with the industry, we won't see clients abandon their programs. More companies will order more shops and the industry will grow.

Sometimes the clients ordering their shops only want to ensure compliance of certain items is done. Maybe they don't care if the kiosk is cluttered or the associate was not cleanly dressed. It should be up to the MSC to learn and know what their clients want or may like. Not everyone wants a detailed book to read and want to pay the premium for this quality of a report. Sometimes they really just want a 'yes' or 'no' for simple score measurements.

@MFJohnston wrote:

1.It is common for guidelines to be vague, unclear, subjective, and/or ambiguous. Clarity on exactly what the client wants is imperative.
2.All MSC's demand a certain level of quality. However, if a shopper is only going to be compensated a (or below) minimum wage workers, the MSC will struggle to attract folks organized, reliable, and articulate enough to meet their standards. Demanding $30 worth of work, but only paying $10 will result in many reports to be poorly written and/or abandoned.

As stated above, it's the MSC's responsibility to provide a clear scope for us. This is not the case for us, I'm guessing for budgetary reasons. Is more overhead (and/or charging the client more) to provide clearer, more defined and project-specific guidelines worth the risk and effort? In our eyes sure, but we're not the consultants here to make those decisions.

@MFJohnston wrote:

3. Very few MSC's have more than a minimal screening for their prospective shoppers. That's fine - it's great that basically anybody can be given a shot. However, we all often read reports from MSC owners, schedulers and editors expressing frustration about the quality of shoppers. If shoppers are not doing their jobs, they should be cut loose and reports should be rejected. We all express frustration with low pay. Would it not be better for the industry to cut poor shoppers loose more quickly and demand that reports be strong (before editing)? Offering better payment will make this a more viable option as a career for more folks. Having higher expectations for the quality of shop reports would, of course, have to go hand-in-hand with higher pay.

Isn't the point of these mystery shops is to provide accurate data of a random sampling? If your pool of shoppers is limited, the randomization of reports may not appeal to the MSC's clients if all they want is something more accurate that the data received from their surveys on their receipts.

1. I agree. The clients need to express their level of detail. However, this is all in the context of schedulers, MSC's and editors expressing frustration of the quality of shops that are turned in. Detail and quality should be in compliance with the client's request. Clarity on this comes from the MSC's guidelines. However, once this clarity is expressed, shoppers should meet those expectations with very high quality.

2. We are not consultants. That doesn't mean we can't talk about what we think would make the industry stronger. As for budget, the quality of the product created can drive the client to find more value in the product and, therefore, be willing to put more in their budget for us. If shoppers want to earn more money, clients have to put more into their mystery shopping budgets. They will only be driven to do this, if the quality of reports they receive is outstanding and deemed valuable.

3. I am not suggesting that the variety of shoppers be limited in any way other than to eliminate shoppers who refuse to follow directions, frequently flake on assignments, continuously take shops with narratives without the ability to write coherently, etc. I am of the mindset that the the overall quality of shoppers that participate on this forum is higher than the quality of shoppers that do not participate here. (I'm not saying that the best shoppers in the world are on this forum nor that all the shoppers that don't participate are poor shoppers, only that, overall, those that spend time here are more dedicated to the industry and better able to write than those who do not.) We have all seen folks post and had the thinking, "Oh my Lord. They let this one shop?" We have see reports from long-standing forum members who have spent time as editors and schedulers talking about how many really poor reports are turned in. Etc. Folks have posted on here about cutting corners, faking times, stealing, lying, etc. It happens. Shoppers who do those things must be cut loose - they devalue us and the industry as a whole. The better shoppers do following guidelines and meeting the MSC's quality standards, the better the information that is sent to clients and the more value we have to the client. Every time a shopper falsifies information, these efforts are undercut.



Edited 1 time(s). Last edit at 05/07/2018 05:00PM by MFJohnston.

You get what you pay for. Each and every company is not paying fairly for the work involved, unless there is a bonus. Each and every one.

I almost completely agree. There are a few companies who are very selective with whom they accept - but pay well.

@spicy1 wrote:

You get what you pay for. Each and every company is not paying fairly for the work involved, unless there is a bonus. Each and every one.

NONE

I respectfully disagree. There are two with which I work with some regularity which offer jobs at a rate with which I am very pleased. They only operate over email and do not have job boards. They are both video shopping companies....

@spicy1 wrote:

NONE

@spicy1 wrote:

NONE

Why so cynical? I guess, maybe that's just your experiences. There was a project last year that paid a BASE fee that ultimately calculated to about $50 an hour (excluding reimbursed expenses, as I stocked up with months worth of snacks for the kiddos) with driving expenses factored in throughout my city. I took on last minute additions with an added bonus per shop that made that project even sweeter. Even some ongoing shops I'm doing right now pay appropriately without any sort of bonus.

Like what?