Shopper Services

Shopper Services

FAQ's

What if I have never mystery shopped before?

When you are accepted for an evaluation, we provide you with evaluator guidelines which include all of the information you need to complete quality evaluations. Each of our Shopper Services Coordinators are available via phone and email Monday – Friday 9AM to 5PM EST to answer any of your questions, and to coach you through the process. We also recommend that you visit the Mystery Shopping Providers Association website, www.Mysteryshop.org, to learn more about the mystery shopping industry and your role in it! You will find certification programs and other resources to get you well on your way as a mystery shopper!

View a Sample Narrative (PDF)

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Do I need to have Internet access?

Yes, all evaluator forms and guidelines are posted on our web based system, so internet access is mandatory. Our automation via the internet provides fast turnaround for our clients and hassle-free shopper accessibility.

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How much does an "average" evaluation pay?

Payment varies depending on the parameters of each project. Evaluator payment is determined based on time required to conduct the evaluation, travel considerations, the length of the form, and time required to submit the form. Every project varies in terms of time commitment, frequency and scope of work. Generally, CSE pays either on a per-evaluation or per project basis.

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How long will it take for me to get paid?

Customer Service Experts, Inc. reserves the right to hold, reduce or deny shop pay if the assigned work is not completed as specified in the written guidelines below. Reasons for not receiving payment include but are not excluded to: unprofessional conduct, failure to submit a shop in a timely manner, failure to update a shop in a timely manner, and failure to follow any portion of the guidelines. CSE also reserves the right to withhold shop reimbursements if the original receipts are not uploaded to the evaluation form or postmarked no later than 5 days after a shop is conducted.

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What happens if I do not follow the guidelines?

Customer Service Experts, Inc. reserves the right to hold, reduce or deny shop pay if the assigned work is not completed as specified in the written guidelines below. Reasons for not receiving payment include but are not excluded to: unprofessional conduct, failure to submit a shop in a timely manner, failure to update a shop in a timely manner, and failure to follow any portion of the guidelines. CSE also reserves the right to withhold shop reimbursements if the original receipts are not uploaded to the evaluation form or postmarked no later than 5 days after a shop is conducted.

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How do I get to be one of your regular evaluators?

We have established strong working relationships with our CSEvaluators and will assign evaluations based on seniority in most cases. We look for shoppers who follow evaluation guidelines, submit well written detailed narratives and have a professional and positive attitude. We send out assignments first to evaluators who are reliable and responsive and who consistently submit reports on time and completed. We know that evaluators can't always take every job we offer them and appreciate evaluators who don't "overbook" their schedules.

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How long will the "average" evaluation take?

The length of time it takes to complete a shop varies depending on the parameters of the shop as well as the skill of the shopper. It is impossible to give an "average" shop time, as each client request is unique.

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How should I prepare to complete an evaluation?

The most important thing you can do is read your guidelines no matter how long they are we cover all of your needs and expectations. Also, review the form prior to conducting the evaluation to ensure you know all the questions you will have to answer and provide detail for in your narrative. If you have any questions, be sure to touch base with your Coordinator prior to conducting the evaluation and take their number with you incase you run into difficulties while conducting the evaluation. Lastly, as soon as you leave the establishment be sure to take notes where no one can see you. These notes will help you when you return home and enter your form. You will be able to easily recall specific details (employees name and description, greeting, product knowledge provided, parting remark, etc.) about your interaction in your narrative.

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How long do I have to enter my results online?

Our Customer Service Evaluations are extremely time sensitive to our clients. Typically projects require that you submit your report online within 24 hours of completion on-site, but it does vary for each project so please verify the time with your Coordinator. Many times Consultants are waiting for results to take onsite to train and give feedback to those employees who were evaluated. CSE appreciates evaluators who enter their results even before the deadline, making the turn-around time even quicker!

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Do I have to conduct evaluations on specific dates and times?

Yes. Evaluations are scheduled to be completed on either on a specific date and time, or during a specific date range. Certain clients require that their evaluations take place during specific times to address their needs. Completing an assigned evaluation on a different date and time than what was required may not meet our client's needs, and in turn, we may not be able to use your evaluation. It is very important that CSEvaluators are cognizant of the date and time parameters of an evaluation before they accept it.

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What happens to my evaluations after I enter it online for you?

Once a CSEvaluator enters their results into our SASSIE system, it goes through a process of quality review. CSE Certified Editors review every evaluation and may contact you for additional information, corrections or questions on your evaluation. After our editors review and finalize an evaluation, it is sent directly to the managers, front-line staff and corporate headquarters of our clients. CSE Consultants work with our clients to pinpoint problem areas and/or areas for recognition based on your evaluations. Consultants often use results from your evaluations to write custom training programs for our clients and that are integrated into performance management programs.

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Is there a fee to work for you?

There is never a fee for working with Customer Service Experts, Inc. We pay you to work for us. We recommend that you avoid working with any companies who may require you to pay them! Be sure to check the Mystery Shopping Providers Association web site www.Mysteryshop.org for information on scams and fraud that you should be aware of.

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Can anyone accompany me on an evaluation?

As long as you feel they won't interfere with your ability to observe and evaluate your experience, it is fine to bring along children or spouses. In some cases, it may help to make your role more realistic. Occasionally we may receive client requests that would require you to evaluate alone.

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Can I work for CSE at the same time as other Mystery Shopping companies?

CSEvaluators may work for more than one Mystery Shopping company at a time. We do require that while you are on an assignment for CSE, you be focused only on that assignment, so that your results are accurate and not confused with any other project.

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Would I be considered an employee of Customer Service Experts, Inc.?

Our evaluators are Independent Contractors, not employees and are required to accept an Independent Contractor Agreement (ICA) when completing the application processes. Please read the document carefully and keep a copy for your records so that you understand the differences between an employee and an Independent Contractor.

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Will taxes be taken out of my check and/or will I receive a 1099 form?

Since our Evaluators are not employees, CSE does not withhold taxes from shopper compensation. If you earn more than $599.99 in one year (January 1 through December 31) CSE will provide you with a 1099 form. Upon submission of application it is required that shoppers provide their social security number in order to receive compensation for completed evaluations.

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Have a question about shopping for us? Contact us.