Please see below for Policies, Documents and Advice articles
We may be able to answer your question in our FAQs below…
- Brand Ambassador
- Customer Panels
- Customer Surveys
- Mystery Shopper
- Mystery Shopping
- Onsite Audits
Mystery shopping is a customer research method that involves enacting a real customer scenario, to assess the level of customer service provided.
Mystery shopping can be used to assess any customer touchpoint into your business and will produce insight data that can be used for training and development purposes.
Yes, mystery shopping is legal. From an ethical point of view, we advise all our clients to inform their staff that they conduct regular mystery shopping assessments for training and development purposes
If you would like to become a mystery shopper, please visit https://www.myviewresearch.com/become-a-mystery-shopper/ and sign-up to our online portal.
My View operates using a self-allocation arrangement via an ‘Available Assignment’s job board. Depending on the radius of travel that you have set with-in your portfolio, your portal will show you which mystery shops are available within your area and you can apply for the assignments that you would like to carry out. A Project Manager will review your application for each assignment and approve or decline, based on your customer profile relating to the criteria agreed with our client.
Some individuals do choose to do mystery shopping full time; to allow them to do this, they will travel nationally around the UK to increase the opportunity of assignments available. At My View we prefer to use part time mystery shoppers who are local to the locations that they are mystery shopping. Using local mystery shoppers allows for more credibility with the customer scenario, as they are familiar with the local area and can use their own contact details if needed.
Under the GDPR, we are unable to audio record any telephone customer surveys without informing the individual we are completing the survey with, that we are recording the call and obtain their permission.
Can I supply a third-party agency with our customers data to carry out online or telephone customer satisfaction surveys?
Under the GDPR, you are able to supply a third-party agency with your customers data, as long as you have received permission from those customers for their data to be passed on for customer survey purposes.
Customer panels, also known as focus groups, can take place either online, in a group with a maximum of 10 delegates, or on a one-2-one basis with your customers. Depending on your required data output, our team will design a bespoke customer panel that will fulfil your research requirements.
To be able to carry out an onsite retail or brand standards audit on your locations, we will need a copy of your brand and/or retail guidelines. Most retail locations have set criteria that they have to adhere to within their showroom. The purposes of a brand standards audit is to establish compliance or non-compliance against your brand or retail guidelines.
Yes, we offer training that links directly with the data derived from your customer research programme. Our ‘Customer-First’ training programmes are designed to empower your team to become your brand ambassadors.
All data derived from our mystery shopping or customer research programmes is uploaded to each client’s secure area on our online platform.