| 29/01/2008 13:25:49 |
| Benefits of Mystery Shopping |
Mystery Shopping allows you to: Improve your service levels Mystery Shopping gives your business the advantage of discreet and professional self-appraisal for all your customer services. If you are concerned about how your staff addresses your customers or even what the industry standards are, International Service Check® can create specific strategies to test your company’s overall standing. We can draw statistical comparisons to your nearest competitors or even gauge your performance against the industry average. Overall, we can chart your service performance and help you exceed your goals or set new benchmarks within your industry. International Service Check® will plan, implement and tailor professional, detailed and discreet Mystery Shopping programs to help your company improve its service image and performance |
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29/01/2008 13:26:49
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| ISC - Christmas Game |
ISC - Christmas Game Christmas is coming nearer and nearer. We at ISC, would like to get you into the festive spirit. So please have fun with our Christmas game |
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29/01/2008 13:57:59
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| Report in Polish Plus Minus reportage |
One of the main topics in Polands popular TV-magazine Plus Minus, was a Mystery Shopping report in Big-box stores branch. International Service Check carried out a wide survey covering 8 countries of the Central and Eastern Europe: Bulgaria, Croatia, Czech Republic, Poland, Russia, Romania, Slovenia and Hungary. Out the total of 61 market chains in 60 cities were checked, 168 checks were conducted. The survey lasted since March 23rd until April 14th, 2007. Similarly to surveys in bank outlets, footwear and fashion stores, average total results in were usually lower than in region. In super and hypermarket’s survey, were placed on 6th place of 8 countries, in discounter’s survey – also on 6th but of 6. It is probably impossible to answer simply what is the reason of worse results in . Maybe it is a result of markets insatiability, maybe the reason is widely defined culture, what was pointed by Plus Minus expert – Jaroslaw Chalas However we cannot agree with Mr. Andrzej Falinski. In our opinion Mystery Shopping checks are competent especially because they are based on experiences and opinions of customers. These are customers and their preferences decide about the market success of every company, not opinions or reports of experts. Below there is the link to reportage fragments. Full version is available on TVP website. We recommend also reprint of the article in Rzeczpospolita, on pages of TVN24.pl |
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29/01/2008 14:24:47
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| ISC-Petrol-Station-Test in Poland |
In July 2007 International Service Check carried out a series of surveys covering 6 networks of petrol stations in Poland (BP, Jet-Lukoil, Lotos, Orlen, Shell, and Statoil). For more information please contact us. |
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29/01/2008 14:26:03
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| Work and have fun at the same time! |
You can become a Mystery or "Secret" Shopper and Earn rewards and cash for posing as a shopper and answering questionnaires and giving feedback about customer service, sales skills, products, procedures, and facilities! Imagine earning cash or rewards for dining at your favourite restaurant, shopping at retail outlets, or doing other things you would typically pay money to do! |
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29/01/2008 14:28:14
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| Get Paid for Shopping! |
Secret shoppers are people who visit businesses posing as customers, evaluate the service they receive, and complete an evaluation form. Business owners and managers use these reports to insure their employees are practicing good selling techniques and providing quality service to their customers. Do not send any money to anyone for information. Visit the following sites for info from these nationally known and reputable companies. There is no obligation and there is no cost, ever. Sites are broken into "USA only" and "International" companies. It's best to sign up with all of these companies, as they will contact you when they have a shop in your area. Then visit our Mystery Shopping Bulletin Board where companies will post their most immediate needs. There's also information regarding what companies other shoppers have used. Who pays on time and who does not. A great way to learn from those who are already doing this. |
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29/01/2008 14:46:27
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| Legal & Privacy |
International Service Check® Copyright Notice All content, information, data, and graphics on this site are protected by German copyright and may not be used or copied without the express written consent of International Service Check® (Multisearch GmbH). The content, HTML, and scripting used on this site and to generate pages on this site are also protected by German copyright and may not be used, copied, or modified in any manner. All content, information, data, and graphics on this site are © 2007 International Service Check. All rights reserved. International Service Check® Trademarks and Service Marks The International Service Check® name and/or other International Service Check products referenced herein are either trademarks or registered trademarks of Multisearch GmbH, Germany. The trademarks and service marks owned by Multisearch GmbH, Germany, include International Service Check®, internationalservicecheck.com, worldwidemysteryshopping.com all respective logos of this site, graphics within this site, the 'look' and 'feel' of this site, the layout of this site, and the color combinations used within this site. Any use of International Service Check® Service's trademarks is strictly prohibited without the express written consent of Multisearch GmbH, Germany. PRIVACY POLICY This document discloses the privacy practices for www.internationalservicecheck.com International Service Check® (Multisearch GmbH) is the sole owner of the information collected on this website. Our mission is to build users' trust and confidence in the Internet by promoting the use of fair information practices. Your online privacy is very important to us and we will do our part to protect it. We collect and use information through our Web site only in the ways disclosed in this statement. This statement applies solely to information collected at International Service Check's Web site. Our deliverables include service quality measurement, demographic analysis, and reporting correlated to management objectives. Information Collection and Distribution Shopper personal information (for shopper application/registration purposes) Client contact information (general contact information such as name, phone number or email) Shopper survey report data (our work product) This information remains in strict confidence, and is not shared with anyone other than the specific client and International Service Check® personnel. International Service Check® does not actively market to children, and we never knowingly ask anyone under 18 years of age to divulge personal information. We may collect the following general data that may not be personally identifiable information: shop scenarios, customer service actions and responses, and shopper actions and responses. We also collect demographic data and voluntary ethnic data in order to assign shoppers to shops specific to client requirements. We collect this information through methods such as shopper registration forms, email confirmations, and shop survey forms. Some information collected is mandatory; other information is voluntary. To be eligible for all shop assignments, standard contact information (name, address, phone, email, etc.) is required. Other information we request (demographic and ethnicity) is optional, however failure to provide this information will make a shopper ineligible for some shop assignments. Information Usage The information submitted to International Service Check® by those applying for or confirming shopper status, will be used for shopper assignments, shopper payments, shopping instructions, tracking, etc. Registered shoppers may receive additional email announcements from us about available shops and other news pertinent to performing shops for us. The information we collect will not be used to create profiles based on browsing history. We will not share data with third parties. Security International Service Check® protects user information with industry standard security measures, including: secure servers, firewall, and encryption to protect consumer privacy. Updating or Deleting Information - If you have provided us with an email address, postal address or telephone number and want to change the information, please send us an email. You may also update your information on our website at www.internationalservicecheck.com (Service Checker login) log in with your Service Checker ID number and email address. Privacy Policy Contact Anyone with questions concerning the use of personal information by International Service Check® should contact the Senior Web Administrator at servicecheck@internationalservicecheck.com |
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29/01/2008 15:10:53
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| Who needs Mystery Shopping |
Are your customers happy with your service? Do you wish you could increase sales and customer visits effectively? If it is important for your business to understand the needs of your customers, it is critical to get an objective view of your current service offering. Our Mystery Shopping programs are designed to give you precise and informative reports based on the quality of your service offering so that you can secure your customer base and improve sales efficiency today. Mystery Shopping allows you to: Find out what your customers think of your services and products International Service Check® gives your business the advantage of measuring your company’s service levels within any market. If your company deals with customers on a one-to-one basis, it is essential that you provide the highest possible customer service standards to ensure business success. With International Service Check®, you can discreetly and professionally conduct Mystery Shopping assignments at any of your premises. This ensures that your company is looking after its customers with the greatest care. We can tailor projects and reports to reflect your exact requirements and we can test every aspect of your operation from personnel and staff to response times, staff appearance, product choice and other critical service factors. When your company invests substantial time, effort and funds in creating a loyal and trusting customer base, why should you risk losing it because of one rude staff member or a manager who does not pay enough attention? It takes just one bad experience to lose a customer and damage your brand image. With the power of Mystery Shopping, you can make sure that every customer experience is a good one and International Service Check® can help your company reap the benefits of customer loyalty, business growth and immeasurable success for your brand. |
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29/01/2008 15:20:14
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| Benefits of Mystery Shopping |
Mystery Shopping allows you to: International Service Check® will plan, implement and tailor professional, detailed and discreet Mystery Shopping programs to help your company improve its service image and performance. |
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29/01/2008 16:21:44
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| About International Service Check® |
With over a decade of experience in Customer Service Quality analysis, International Service Check® has performed service quality checks for some of the world’s best known brands from Fortune 500 companies, to small and medium sized businesses worldwide. Our use of the latest analysis tools and professional Mystery Shoppers puts us at the forefront of the service checking industry. Our consistency in providing accurate and informative reports to our longstanding clients, confirms our position as the number one Mystery Shopping program provider in the world. Our Services Include: Mystery Shopping programs Banking and finance |
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29/01/2008 16:24:05
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| Why choose International Service Check’s Mystery Shopping services? |
We have over a decade of experience in providing professional Mystery Shopping and Service Checking services worldwide We use the latest analysis and service checking tools International Service Check® can tailor every assignment to your specific requirements, from the types of questions asked, to the demographic profile of your Mystery Shoppers. Our innovative use of technology-driven analysis allows us to provide accurate and measurable data reports that help you improve service processes and stimulate customer visits. Our management consultants will use their years of expertise to guide you through accurate service appraisal, and help you structure reports that can be customised to your specific requirements. As experienced consultants in this field, you can be certain that International Service Check® will provide your company with the right insight and market data to help you succeed. With International Service Check® you can get the maximum out of your service offering with our Mystery Shopping programs. With our services, you will receive: Customised and multilingual reports |
International Coverage for Prospective Clients
ARGENTINA Argentina@internationalservicecheck.com
AUSTRALIA Australia@internationalservicecheck.com
AUSTRIA Austria@internationalservicecheck.com
BELGIUM Belgium@internationalservicecheck.com
BRAZIL Brazil@internationalservicecheck.com
BULGARIA Bulgaria@internationalservicecheck.com
CANADA Canada@internationalservicecheck.com
CHINA China@internationalservicecheck.com
CZECH REPUBLIC Czech.Republic@internationalservicecheck.com
DENMARK Denmark@internationalservicecheck.com
FINLAND Finland@internationalservicecheck.com
FRANCE France@internationalservicecheck.com
GERMANY Germany@internationalservicecheck.com
GREECE Greece@internationalservicecheck.com
HONG KONG Hongkong@multiserachweb.com
HUNGARY Hungary@internationalservicecheck.com
INDIA India@internationalservicecheck.com
IRELAND Ireland@internationalservicecheck.com
ITALY Italy@internationalservicecheck.com
JAPAN Japan@internationalservicecheck.com
KUWAIT Kuwait@internationalservicecheck.com
MOROCCO Morocco@internationalservicecheck.com
NETHERLANDS Netherlands@internationalservicecheck.com
NORWAY Norway@internationalservicecheck.com
POLAND Poland@internationalservicecheck.com
PORTUGAL Portugal@internationalservicecheck.com
ROMANIA Romania@internationalservicecheck.com
RUSSIA Russia@internationalservicecheck.com
SOUTH AFRICA South-Africa@internationalservicecheck.com
SPAIN Spain@internationalservicecheck.com
SWEDEN Sweden@internationalservicecheck.com
SWITZERLAND Switzerland@internationalservicecheck.com
TURKEY Turkey@internationalservicecheck.com
UKRAINE Ukraine@internationalservicecheck.com
UNITED ARAB EMIRATES United-Arab-Emirates@internationalservicecheck.com
UNITED KINGDOM United-Kingdom@internationalservicecheck.com
UNITED STATES United-States@internationalservicecheck.com
McDonald’s Austria has been using mystery shopping as an instrument to measure customer satisfaction since 1997, working together with the company International Service Check® (ISC), which is based in Munich. During this time, ISC mystery shoppers have made more than 15,000 visits to McDonald’s restaurants in Austria and the results of these visits have helped us to understand better the experience from the customer’s point of view. Each mystery shopping report is clearly divided into a questionnaire and a personal experience report, which makes it possible for us to easily distinguish between the objective facts recorded by the mystery shopper and their personal experience.
ISC maintain a large pool of mystery shoppers in Austria, which makes it possible for them to ensure that our restaurants are visited by a different mystery shopper on each visit. The mystery shopper quality is good and few mystery shops need to be re-checked or changed after the fact. In addition to the mystery shoppers obviously being well-prepared for the restaurant visits, all reports and questionnaires are checked by ISC before being sent to the restaurant in question. This means that shopper statements which are unclear can be checked and clarified by ISC and should a mystery shopper not adhere to the guidelines provided the mystery shop is cancelled and repeated by ISC. All of this takes place before the results of a mystery shop are distributed to the restaurant in question.
Their direct presence in Austria is a further advantage of working with ISC. This contrasts positively with some other mystery shopping providers, who offer only a global call center.
Our ideas and requests are always responded to quickly and thoroughly by our contacts at ISC. Since ISC maintain their own exclusive computing center, they have always been able to offer us the required level of data security.
ISC bill their services after these have been provided. For us, it goes with saying that a company bills their services in this manner, but this standpoint is not shared by all of the mystery shopping providers in Austria. Furthermore, monthly mystery shop reports are provided by ISC at no extra cost. Other companies charge extra for this service.
In summary we confirm that we are very satisfied with all of the services provided by and – as we have gladly done in the past – continue to be happy to recommend ISC to McDonald’s in other countries.
Frank Graef
Department Head Operations
McDonald’s Austria
http://www.mcdonalds.at/
"Mystery Shopping is ECCO Retail´s eyes & ears regarding our business performance in our 270 ECCO stores worldwide as per April, 2007. ISC is a professional and fast acting Partner in creating monthly MS overviews on by ECCO defined criteria. ISC is flexible and has serious Mystery Shoppers in the markets where ECCO shops are doing business."
We are looking forward to a strong and successful further cooperation with ISC.
Dethlef Burgwald
Temp. Head of Retail
Ecco
Starbucks Coffee Switzerland has been working together with the company International Service Check for the past 2 ½ years.
Starbucks is very satisfied with the company International Service Check. The close collaboration has run smoothly and even complex enquiries made by Starbucks are responded to in a very short space of time.
Multisearch GmbH has been supporting Starbucks with the project “Mystery Shopping": The checks in Starbucks coffee shops, carried out by selected and trained test persons, involve a snapshot impression of the coffee shops as experienced by a guest. The checks serve both as an assessment of the Starbucks coffee shops and as support with regards to drinks preparation, guest satisfaction, cleanliness and service procedures.
The evaluations are made on a regulate basis by the responsible persons, and special evaluations can also be arranged upon request to our complete satisfaction.
We would certainly recommend working together with the company International Service Check.
Juan Carmody
Operations Director CH / AT
Starbucks Coffee Switzerland AG
http://www.starbucks.ch/
How many clients does ISC have? ISC has well over 1000 satisfied customers who have now included its quality service assessments within their annual quality checks. By consistently surveying their service performance, our customers have managed to compare and improve their customer service levels and keep their customers loyal and satisfied, all through the year. From Fortune 500 companies to small and medium enterprises, our service checking programs have become indispensable tools for business quality improvement.
ISC has helped all its customers improve their service and quarterly sales figures by deploying its professional and state-of-the-art quality checking services globally. From McDonald’s to Patek Phillippe, our programs are designed to make the best companies better. To see our client list go here.
Which countries does ISC® provide Mystery Shopping services in? Our Mystery Shopping services are offered worldwide with ISC having offices in Dubai, Buenos Aires, Warsaw, Shanghai, Prague, Hong Kong, Istanbul, Milan, Moscow, Vienna, Zurich, London and Paris, just to name a few. Wherever we operate, we are able to provide a variety of best practices and a combination of a decade’s experience in international service checking. This way, your company can understand its customer needs and how best to improve its service offering today. Our experienced project managers will help you oversee and compose entirely new projects, so that you can always rest assured that you have the world’s best quality service checkers on your side.
How can I choose my Mystery Shoppers? Each type of business has different types of customers. To understand your customer correctly, you must test your services with the same kind of customer that is likely to visit you. To help you do this, ISC® hosts a database of over 260,000 Mystery Shoppers of different ages, nationalities, backgrounds and locations so you can choose the right Mystery Shopper to suit you. Essentially, you can specify your perfect customer to us and we will provide you with Mystery Shoppers demographically suited to test your service offering.
How qualified are the Mystery Shoppers? All our Mystery Shoppers are trained to look out for specific qualities and signs in each assignment undertaken. We do not allow untrained or inexperienced Mystery Shoppers into the field on any project. All our Mystery Shoppers are trained to be discreet in their dealings with managers and sales staff on every shopping assignment. This way, we ensure the highest level of Mystery Shopper for all your service checking requirements.
How detailed will my analysis reports be? Our analysis provides detailed reports on all service industry standards across your particular business field. These factors have been tried and tested to give you the most informative data on how to improve your customer service or product offering. Our reports can be customised to display information the way you would prefer, to make understanding our tabulations easier.
Have you ever experienced a rude waiter or an untidy shop assistant who provided you with poor service?
Have you ever encountered bad customer service and wished you could do something about it?
Have you ever wanted to get paid for shopping?
With International Service Check®, you can! Join our thousands of Mystery Shoppers today and give us your opinion on customer services wherever you live.
Help us improve the level of customer services in your hometown and get paid for it too!
Mystery Shopping is your opportunity to assess the quality of services at a variety of retail or service outlets from fashion stores and hotels, to restaurants and banks. All you need is a good memory, the ability to be discreet and a keen eye for good or bad service. At the end of every Mystery Shopping assignment, you will have to fill out a specific report of all the aspects of your shopping experience. If you fill out the form correctly, you will get paid a commission by International Service Check®.
To register with International Service Check® and become a Mystery Shopper now
Mystery Shopping is the art of evaluating customer services discreetly and professionally. Whenever there is an interaction between a customer and sales staff, there is an opportunity for Mystery Shopping. The reason it is called Mystery Shopping is because our service checkers are required to carry out evaluations in an objective manner without drawing attention to themselves or causing attendants or assistants to treat them differently, or specially, compared to other customers.
Mystery Shopping is the perfect way for you to earn extra money by being a service checker in your spare time. By giving us a specific report on all the details of your shopping trip, you can help change the way customer services are provided everywhere.
A Mystery Shopper is sent to an outlet to purchase particular items or observe specific aspects about a company’s product or service offerings. For example you may go to a fast food shop or a gourmet restaurant to have a meal one day, but be asked to observe the service at a cinema or bank on your next assignment. In the process of a Mystery Shopping assignment, you are required to make note of very specific elements of your entire experience, be it about products or services.
After you have completed your assignment, you are required to fill out a detailed questionnaire providing answers to all the things you noticed when you went shopping. Did the waiter serve you within 5 minutes of being there? Did a shop assistant inform you about the special discount offer that month? For filling out answers to questions like these, and for going undetected in the store, you will be paid a fee for your Mystery Shopping services.
Mystery Shopping is conducted by companies and service professionals who wish to check on their services, quality, personnel and operations. Essentially, it is a quality control measure to improve the quality of services across service oriented businesses everywhere. In the end, our clients rely on International Service Check® to provide professional and discreet Mystery Shopping reports to help them improve their services and performance. Mystery Shopping is a serious business and our Mystery Shoppers are expected to be highly observant as well as attentive to detail.
Why should I become a Mystery Shopper?
Mystery Shoppers get the chance to have a lot of new and exciting experiences in their daily routines. From visiting hair salons to bowling in new game arcades, Mystery Shopping gives you the chance to have experiences that are fun and are paid for at the same time. By Mystery Shopping or service checking, you can help improve the level of services in your hometown or city and speak out about the services that affect you every day. Not only can you do all this in your spare time, but you can also earn some money along the way.
Is there a difference between a Mystery Shopper and a Service Checker?
Essentially there is no difference between a Mystery Shopper and a Service Checker. Test Customers, Test Buyers, Test Guests, Secret Shoppers, Store Checkers and Shop Controllers are all terms for the same thing. In the end, all of these terms describe the job of checking on the quality of customer services in any field.
How do I receive a Mystery Shopping assignment?
1. Register
First you have to register with International Service Check® to become a Mystery Shopper. You need to fill out an application form with your personal details and shopping preferences. To register, click here.
2. Selection
Our clients usually ask us to provide them with Mystery Shoppers of a particular profile. Profiles include age, shopping habits, likes, dislikes, location and a variety of other factors. If your profile matches the client’s Mystery Shopper request, we will contact you by phone or email to ask if you are available for a particular assignment.
3. Assignment
If we contact you for a particular assignment, you will be informed of the type of service outlet you will visit, its location, details of the business and a clear explanation of what you will be required to do during your mystery visit. If you accept, we need you to complete the assignment by a given deadline. Upon acceptance we will mail you a comprehensive questionnaire or Mystery Shop report as well as detailed instructions on what you have to do.
4. Completion
When you complete your Mystery Shopping assignment, you will need to fill out and send us your completed questionnaire or Mystery Shop report within the given deadline along with an invoice form for your services rendered. After that, our editors will proofread your report to see if you have answered all the questions correctly. At this stage, you are required to be available by email or phone for 48 hours after we have received your report. Our editors and project managers may need to contact you for cross checks and to make necessary amendments to your report. On the successful completion of this entire process, ISC will credit your bank account or pay you directly for your Mystery Shopping Services.
See ‘What will I earn per assignment?’
Will I always buy something when I go Mystery Shopping?
Not always. In each Mystery Shopping assignment, the conditions of the project vary. As a result, we will thoroughly explain every situation to you before you conduct an assignment. In case a scenario calls for the unforeseen purchase of an item, International Service Check will give you the opportunity to keep the item at a reduced rate or return the item to us for a refund.
What will I earn per assignment?
Each Mystery Shopping assignment is different and asks for different criteria to be tested. Therefore, the larger the project is, the more you stand to earn. For each project you will be told beforehand how much you will earn on the successful completion and submission of your shopping report. It usually takes less than an hour to conduct a Mystery Shop and for each report you submit successfully, we will make payments directly to your account within 25-50 days of report submission.
Am I an employee of International Service Check® if I register for a Mystery Shopping assignment?
No. If you register with International Service Check® for Mystery Shopping assignments, you are considered an independent shopper who is simply conducting assignments for us in your own time, as and when assignments become available.
Mystery Shopping is just a way of earning extra money in your spare time. By accepting an assignment, you are agreeing to conduct a one-off service evaluation for International Service Check® and for this you may be paid a pre-agreed fee.
If I do not accept an assignment, will you remove me from your Mystery Shopper list?
No. If you cannot accept an assignment for any reason, we will contact you again when you fit the required profile for a Mystery Shop in your area.
What happens if I cannot complete an assignment I've accepted?
If for some reason you cannot complete an assignment you have accepted, all you have to do is inform us before the test date so we can assign another Mystery Shopper to conduct the test.
If you do not inform us of your inability to conduct a test and the report deadline expires, we will consider this to be a breach of our agreement for Mystery Shopping by you, and we shall remove you from our Mystery Shopper database.
Do assignments need to be completed on a certain date?
We usually ask you to go Mystery Shopping in your spare time or within a certain time frame. For example, we could ask you to go shopping at a store between specific opening times, or between 3 and 5 pm on the 10th of January or simply any time between 10th and 15th January. Mostly you get to decide when to conduct your service check so long as you send back your Mystery Shopping report to us before any allocated deadlines.
However, our clients do sometimes ask for assignments to be carried out on specific days and dates. In these situations, you will be informed beforehand of any specific dates or deadlines for your Mystery Shopping assignment.
Usually, the only fixed date or time we give our Mystery Shoppers is the deadline for the Shopping report.
What happens if I get detected or miss out certain details on a Mystery Shopping assignment?
If the sales staff find out that you are a Mystery Shopper or you cannot fill out the questionnaire properly because you missed out specific details during your shopping trip, we will consider that Mystery Shopping assignment to be null and void. As a result, we will have to conduct the entire Mystery Shop again, with another service checker. As a result, any expenses incurred by you on the failed trip shall be non-refundable and you will not be paid for that assignment.
Can I become a full time Service Checker or Mystery Shopper with International Service Check®?
No. Service Checking is a part time job and our Mystery Shoppers conduct their assignments on weekends or after they have finished their daily work. Service Checking is simply a way of earning extra money as a secondary source of income and not a full time job opportunity.
How can I get more assignments with International Service Check®?
Whenever you complete an assignment with ISC, your reports will be checked and rated by our expert editors. You will then receive an e-mail with a grade for your report and any feedback on how you could have conducted the shop better. If you become good at providing detailed reports after your Mystery Shopping assignments and you achieve good grades consistently, you stand to be chosen more frequently than less experienced or less attentive Mystery Shoppers. If we have not contacted you in a while it is only because our Mystery Shopping assignments do not require your customer profile at that time.
International Service Check®
Multisearch GmbH Stiglmaierplatz / Dachauer Strasse 37 / D-80335 Munich, Europe
Phone: +49 89 54 55 82 28
Fax: +49 89 55 74 43
Email: servicecheck@internationalservicecheck.com