Importance of quality Information
As we have upgraded our software, we also want to upgrade the quality of our reporting. The quality of the reports we send our clients is only as good as the quality of information going into them. And that’s where we rely on you, our mystery customers.

What our clients are looking for
Our clients are looking for detailed, specific information that they can use to improve their customer service, to recognise staff who are doing a great job, and to provide corrective feedback where that’s required.
One of our report ‘editors’ who checks your reports before they’re passed on to clients, says that “one line answers don’t cut it– our clients are looking for more detail, even when the feedback is positive”. So we’re asking you to provide thorough and detailed comments in as many areas of your report as possible.
To help our clients identify the staff member who served you, it’s important for you to identify staff by name if they’re wearing a name tag, or by description if they’re not. However, we ask you to be sensitive in your descriptions. For example, ‘Male of asian appearance in his 20’s’ is OK, but ‘Chinese looking man' isn’t.

What we’re looking for
Spelling and grammar in your reports are improving with our new software (it has a spell-checker built in), but please take the time to finalise and proofread what you have written before submitting your report to us. Failing to take care with these aspects will affect your rating as a shopper.

What happens if your survey is not satisfactory
If you don’t complete your survey to a satisfactory standard - for example, with insufficient detail, or by repeating the question as your answer - we may need to send your survey back so that you can add-in extra detail and resubmit it.

Benefits for you
There are direct benefits to you if you follow this advice. The new software has enabled us to grade our shoppers and the higher your grade, the more shops or visits you’ll be allocated. Our best visits (for example, hotel and resort stays) are only allocated to our best shoppers.
The grading is based on three criteria:
• The quality of your reports and the detailed comments in them;
• The extent to which you’ve followed instructions, including timing your visit appropriately and submitting your report punctually; and
• The standard of your spelling and grammar.
So, continue to focus on meeting these criteria and we’ll continue to reward you for going shopping, visiting great hospitality venues and our other client locations.