Frequently Asked Questions

1. What is Mystery Shopping?
2. Should I become a Mystery Shopper?
3. How do I become a Mystery Shopper for KSS International?
4. Where can I receive more information about the Mystery Shopping industry?
5. Will my Personal Information remain confidential?
6. How much will I be paid for each assignment?
7. How much time does it take to complete each assignment?
8. If I conduct Mystery Shopping assignments for KSS International, can I still work for other companies?
9. Can you explain my Shopper Rating?
10. How do I access my Shopper Log?
11. How do I print the information for my assignments?
12. Will I be required to make a purchase when I conduct an assignment?
13. Does the assignment have to be completed at a specific time?
14. What should I do if I cannot complete the assignment after accepting it?
15. Who will see my completed mystery shop forms?
16. How do Clients use the reports/forms that I complete?
17. How familiar do I need to be when working on the Internet?

1. What is Mystery Shopping?
   Mystery Shopping is a specialized research methodology used for measuring, monitoring, and maintaining operational standards and compliance of customer service and operations within a company. For companies that operate numerous locations, Mystery Shopping quantifies how each unit operates comparatively to predefined standards of expectation. This insight is achieved without the bias that can accompany self-assessment and provides a clearer, more accurate picture of the customers' experiences and the Associate/team's strengths and areas of development.
2. Should I become a Mystery Shopper?
   Mystery Shopping offers insight to impact change for all types of selling environments, including retail stores, restaurants, financial institutions, hotels, etc. It is both enjoyable and rewarding. Work as a Mystery Shopper is well suited to anyone who would benefit from working highly flexible hours, earning a reasonable wage, working for a company that provides a number of diverse assignments, and in some cases receiving free products and services.
   
   Mystery Shopping is not just about fun, as it is also a very serious business. Many companies use Mystery Shopping results as a vital component in reviewing and assessing employees and management. Important organizational decisions are based on the information gathered from Mystery Shoppers. All the detailed reporting that we provide to the Client is only as good as the information that you supply, so you must provide accurate and detailed facts. Mystery shoppers should prepare themselves thoroughly before conducting each and every assignment. Since every project is unique to a specific Client, it is important that the shopper read the evaluation criteria carefully for each new assignment they complete. The identical question on two separate client questionnaires could be evaluated in two entirely different ways, depending upon the Client's evaluation criteria. The more precise your feedback, the more valuable the information is to our Client.
3. How do I become a Mystery Shopper for KSS International?
   To become a Mystery Shopper with KSS International, you must complete a registration form and an Independent Contractor Agreement. Both of these documents can be found on the New Shopper Application page of this web site. Once you have properly completed and submitted both documents, you will automatically be added to our electronic database.
4. Where can I receive more information about the Mystery Shopping industry?
   If you would like more information pertaining to the Mystery Shopping Industry, you can access the Mystery Shopping Providers Association (MSPA) web site at www.mysteryshop.org. The MSPA was formed for the purpose of strengthening the Mystery Shopping industry throughout the world. It is the goal of the organization to improve and stimulate the acceptance, performance, reputation and use of mystery shopping services internationally. Their web site is a comprehensive site with information about the Mystery Shopping Industry, the companies within it, and the many advantages of Mystery Shopping.
   
   You can also visit any search engine (i.e.; Yahoo, Google, Lycos) to find out information about Mystery Shopping as an Industry. While on any of these search engines, type in a key term, such as "Mystery Shopping", in the blank field provided.
5. Will my personal information remain confidential?
   Your personal information is very secure. KSS International never discloses a shopper's personal identifiable information to our clients or to any other interested parties unless you are notified up front. Clients do not have the ability to contact you without first going through us. Your Login and Password prevent other people from accessing your personal information. It is important and your responsibility to protect yourself by not sharing your Login or Password with anyone. You can change your password as often as you choose to, but remember it is recommended that you keep it private.
6. How much will I be paid for each assignment?
   Shoppers are paid as independent contractors. Every shopping assignment has different factors, but most payments fall between $8 and $20. The personal extras like the free products and services that are available on many assignments certainly raises this rate of pay. Examples of free products and services include reimbursements for movie tickets, automobile repairs, meals, overnight hotel stays, etc. Each assignment varies and may be subject to change.
7. How much time does it take to complete each assignment?
   The time it takes to precisely complete an evaluation depends solely on the scope of the assignment and the client criteria. An evaluation can take anywhere between 5 minutes and 2 hours (some projects require an overnight stay). Your level of experience may also play a part in how long it will take to accurately complete an evaluation. The more experienced you become as a shopper, the less time it usually takes to complete an assignment. It is important to remember that evaluations must be completed accurately and in detail. All submitted evaluations will be validated for credibility and content. In the event an evaluation is incomplete and a shopper does not provide the necessary information the shopper will not be paid.
8. If I conduct Mystery Shopping assignments for KSS International, can I still work for other companies?
   You may work for as many companies as you wish. Mystery shopping should be considered part-time or intermittent work. The volume of work available for you is based upon the amount of work open in your area, the number of shoppers conducting assignments in your area, your level of experience, your Shopper Rating, your professionalism on past assignments, client specifications, and demographic restrictions.
9. Can you explain my Shopper Rating?
   Your Shopper Rating is a summary of your implementation skills in completing assignments. It is determined by a number of factors that include reliability, ability to follow instructions, ability to put concise thought to paper, attention to detail, and most importantly dependability when we call. All these aspects are considered when determining your Shopper Rating. The higher your Rating, the more work you will receive from us.
10. How do I access my Shopper Log?
    You can find your assignment sheet/ portfolio on your KSS International. SASSIE home page, by clicking on the "Log in" link. After you click on this link, your portfolio of assignments will appear. You have the option to print the portfolio at this time. The portfolio has all relevant information pertaining to your assignment (i.e., store name, address, assignment dates, invoice, etc.). You must review the complete assignment sheet, as it includes all of the requirements of your shop.
11. How do I print the information for my assignments?
    Under your Shop Log, which is located on your KSS International SASSIE home page, you can print all documentation needed to complete your evaluations. Simply select the assignment in which you want to receive information (i.e.; guidelines, questionnaire, etc) and then click on "print." At this time the shop form will appear on your screen and you can print it from this view. In addition, click on the area that is written in blue that says "Click Here to Download Instructions before Performing This Shop." You will now be able to print the guidelines for this assignment.
12. Will I be required to make a purchase when I conduct an assignment?
    Most assignments do not require you to make a purchase. Depending upon the specific assignment, its parameters, and the client specifications, a purchase may be required. Whenever an assignment requires a purchase you must retain a receipt of the transaction for validation. If a purchase is necessary the assignment guidelines will highlight how much you will be reimbursed.
13. Does the assignment have to be completed at a specific time?
    Assignments are to be completed within the times and/or dates listed in the assignment detail. Should there be specific client parameters for completing an assignment this information will be provided prior to accepting the assignment.
14. What should I do if I cannot complete the assignment after accepting it?
    If a problem arises that prevents you from completing an assignment you have in progress, you are expected to immediately refuse/reject the assignment by emailing your Scheduler. If you accept an assignment and refuse/reject it, your rating may be negatively impacted. You should not take on any assignment(s) if you are not positive that you will be able to successfully complete them during the specified dates and/or times and according to the Client's specifications.
15. Who will see my completed mystery shop forms?
    Reports are processed and reviewed by KSS International Project Managers and Validators. These individuals ensure that all information is entered correctly and that all statements are factual. Once scores are tabulated, individual store reports and detailed summary reports are forwarded to Store Managers, District Managers, Regional Managers, and our client's corporate headquarters. Store Associates that have been evaluated may see your shopper reports, so it is very important to be fair, honest, and objective when completing your evaluation.
16. How do Clients use the reports/forms that I complete?
    Clients use the reports to measure, monitor and maintain operational standards for customer service delivery, compliance of policies and procedures, competitor analysis, and to monitor a training initiative or to create a new training practice. This research is used to understand the face-to-face customers' interaction or "moments of truth" for all points of contact.
17. How familiar do I need to be when working on the Internet?
    You should be familiar with all of the basic functions of your Internet browser. KSS International, does not provide Internet training or technical support, however, we will assist you in using our web application.