Why do businesses use Shadow Shopper for mystery shopping?
Because mystery shopping is the only way you can find out how your customers are
actually treated when they come into contact with your business.
Of course, you and your managers can observe your staff in action, but how employees behave when they know they are being watched may
be quite different to how they act when only customers are around.
The only way you can be sure what your customers experience, and what your customers' expectations are,
is by having a well-designed, implemented and managed independent mystery shopping program.
How long has Shadow Shopper been in business?
We have been in the secret shopping business since 2004 and have provided services for a wide range of industries.
In 2005 we launched Shadow QC, software that
enables retailers, businesses and franchisors to run their internal quality compliance systems.
In 2006, with the development of Shadow Surveys, we became Shadow Organisation Pty Ltd. Visit our website at:
What's the difference between Shadow Shopper and Get Paid To Shop?
Shadow Shopper and Get Paid To Shop are both owned by Shadow Organisation. We have separate sites
for different aspects of the business. This website is for companies looking for a shadow shopper program.
The website www.GetPaidToShop.com.au
is our shopper site, where our shoppers go to pick up their assignments and enter their reports.
Since 2004 we have trained and certified many thousands of shadow shoppers, and as of today (April 2015)
there are almost 60,000 of them.
How quickly do I get the mystery shopping reports?
You can see individual reports within 24 hours of the visit or call being done. This includes the
report going through the QA process. Weekly, monthly or quarterly reports
are ready within 2 working days after the end of the period.
Where do I get the mystery shopping reports?
Your mystery shopping reports will be on your secure customised website,
and will normally have a link from your company website.
When you login you have access to the information that your login
permissions determine. For example, CEOs would
see all data, while
store managers usually see their own detailed reports and a comparison
with the average, best and lowest for that period.
All reports have 'printer friendly' options so that you can print them or forward them.
We set it up and manage your website and your data. It's part of the Shadow Shopper service.
It is hosted securely at Netregistry's Global
Switch Data Center in Sydney.
How can I ask a question about my mystery shopping report?
There is an Online Query facility to enable you to contact Shadow Shopper directly
about any queries you may have about your mystery shopping report.
At the bottom of your results click on 'Raise a Question About This Report' , and we will
respond within 1 business day.
How far back can I see my mystery shopping reports?
All the way to the start of the program - and beyond, if you have had a
previous mystery shopping program (we can incorporate the results).
Reports and graphs are generated dynamically (when you click) and because the
database contains ALL your data you can get reports for any time frame at any time.
What about downloading data?
You can download data anytime. A simple click of the mouse, and you can have
your data in Excel or other formats.
We already have mystery shopping data and sales data - can we upload it?
Yes. You can upload data from previous mystery shopping programs.
You can upload sales or any other data so that it can be included
in the analysis. It's a great way to spot correlations and trends -
so that you can demonstrate that a high score on customer service
means a better bottom line.
Our servers are hosted at Netregistry's Global Switch Data Centre, which has the highest levels of security.
Data security, physical security, and data redundancy are all covered.
There are daily backups with offsite archives of weekly and monthly backups.
Has Shadow Shopper ever had a security incident?
No. Since 2004 (when we started) we have had a perfect security record.
Does Shadow use an off the shelf software package?
No. Our systems are all developed in house. We do not rely on any outside company for the development or maintenance of the software.
We do not use 'off the shelf' software as we find it limited, inflexible, and some of the reports quite nonsensical.
We value the power and flexibility of developing systems to suit our clients and an ongoing enhancement program.
Absolutely. We know every business is different, and trying to use
'standard' questionnaires means that you don't get useful information.
We start with knowing our clients' concerns, and what they want
to get out of a Shadow Shopper Program. We look at their operations
their marketing material, their standards and procedures,
anything that is relevant to their business.
Then we draft the questionnaires. We draft the Shopper Instructions
and Backstory. And get them to you for your approval. Of course you
and change things. We make sure you are completely happy before we go ahead.
We don't have endless meetings, we just get on and get it built ready for your approval.
How do you develop questionnaires?
Developing a good questionnaire requires a high level of skill in both questionnaire design and cognitive psychology.
It's not as easy as just throwing together a few questions and hoping that gives you the information you want.
We have seen a lot of mystery shopping questionnaires created by companies without the requisite skills,
which will never give accurate or reliable information, no matter how good the shopper.
Shadow Shopper questionnaires are developed using techniques to maximise what shoppers can remember.
We also start with the end point - the report - in mind. We design the report first, and then
develop the questionnaire to give you the information in the report.
What question types do you have?
We have the widest range of question types in Australia. As well as the expected text,
radio buttons, select lists and checkboxes we have number ranges, 1 - 10 scales
(needed for NetPromoter questions), arrays, List+ and List-,
and calculated questions (where the questions vary based on external data).
There are also 'priority' questions, where the priorities that were set
in a previous audit come up in the next audit to check progress.
We have an extensive question bank of 8,000 questions. It's added to every
day as our systems are developed
in house and are always expanding and enhancements being added.
Why do you have delayed questions?
There is a big difference between factual and subjective questions,
and between recognition and recall. We have the ability to
'hide' questions so that shoppers don't see them until they have
filled in the factual side of the report.
It's a great way to find out customer future behaviour and if they noticed promotions without being prompted.
Yes, we have almost 60,000 shoppers all around the country.
What's more, they can be segmented by demographics
(age, income, education, home, etc.) and shopping habits
(how often they eat out, stay in hotels, etc.)
so you can be sure that your shoppers match your customer
profile. We also have partners in NZ.
How do you know that your shoppers are the best?
All shadow shoppers have to go through our Certification Course, and pass a
timed Certification Test. If they don't get at least 80% then they
don't get accepted. After that they have to fill out their profile,
and from this we can ascertain their ability to write
clearly and coherently, and any who don't measure up get weeded out at that point.
We also have a Valued Shopper Program. Every report submitted by a
shopper goes through our quality assurance process,
and anything substandard
(like bad spelling, missing answers, lack of detail, internal inconsistency)
gets picked up.
The shoppers get graded and given feedback on how they did.
If they did a great job then they earn a Valued Shopper Point. If their
report doesn't measure up then we re-do the assignment (at our expense) and the shopper
gets taken off our database.
What happens if a shopper makes a purchase?
No problem. We think it is a great idea as it gives a real insight into
the full shopper experience. And it's no hassle to our clients.
We manage getting all the receipts from the shoppers, and reimbursing
them for any purchases they have made. To get paid for the assignment
they have to submit a receipt.