Customer Service Evaluation Overview

How many times have you left a store dissatisfied with the service you received? Now think about how many times you returned to that shop. Not surprisingly, many organizations are interested in the impressions you, the customer, take away from experiences with their business. Did the experience you received as a customer fulfil the expectations set by the brand promise?

The feedback provided by GAPbuster Worldwide's Mystery Shoppers is often the key ingredient in business' ongoing effort to improve their standard of customer service. If you feel you have something to contribute to the ongoing improvement of customer service and like the idea of being paid to shop, customer service evaluation could be perfect for you. Become a GAPbuster Worldwide Mystery Shopper today!

A little about GAPbuster Worldwide
GAPbuster Worldwide provides an innovative range of performance measurement and reporting tools to companies interested in improving customer service experiences. Our mystery shoppers provide feedback relating to their shopping experiences. This information helps businesses meet performance targets, recognize their successes, pinpoint areas for service improvement and, ultimately, increase productivity and sales.

GAPbuster Worldwide programmes are used across a range of industries, including food and hospitality, health care, entertainment, telecommunications, petroleum and other retail and customer service categories. We manage programmes in over 23 30 countries in Europe, Northern America and the Asia Pacific region.

What is Customer service Experience Evaluation?
GAPbuster's Mystery Shoppers observe and report on customer service performance and other experiences they have as customers. Observable standards are measured against the service provider's own service criteria to assess whether the customer's experience met the brand promise. GAPbuster Worldwide believes the key to effective customer service evaluation is to witness - not judge - customer service experiences. It either happened or it didn't. Shopping scenarios are designed to mirror real customers' experiences. Detailed instructions are provided to guide mystery shoppers through each evaluation.

What does eXperience Evaluator mean?
GAPbuster Worldwide is the world's leading Brand Experience Agency. Our approach advances significantly beyond mystery shopping, the service of many of our competitors. In our view, our clients' customers are not merely purchasing products and services; they're experiencing a brand.

Members of our field-force are not merely mystery shopping; they're evaluating all key aspects of a brand experience. Accordingly, mystery shoppers undergo training and testing to insure they're qualified to perform this task. GAPbuster Worldwide's mystery shoppers help deliver experiences that bring clients' brand promise to life.

What qualities do GAPbuster Worldwide mystery shoppers require?
Quality reporting is very important to GAPbuster Worldwide. To insure quality, we seek mystery shoppers with the following skills and attributes:

• Ability to make secret, discrete and objective observations
• Ability to follow instructions and accurately conduct evaluations
• Ability to meet commitments and deadlines
• Ability to report responses effectively and efficiently
• Possess a reliable and responsible attitude
• Are readily contactable
  

Our mystery shoppers are employed as contractors and must be 18 years or older to qualify. Evaluations are offered to mystery shoppers on an 'as available' basis, so it is recommended that applicants do not rely on this work as a primary source of income.

Conflict of Interest
It is essential for the objectivity of the evaluation that mystery shoppers do not or are not perceived by our clients to have a conflict of interest with our clients. Therefore mystery shoppers cannot accept assignments for clients in instances where they, or their friends/family, work for our client or their competitor.

It is of the utmost importance that mystery shoppers keep us informed of relationships with clients or their competitors so we can insure these assignments are not offered to you. GAPbuster Worldwide's services are employed by a range of clients so there are always numerous projects.

Warning
Some of our clients have their own internal policies that prohibit their employees engaging in activities that result in conflict of interest. This could lead to the dismissal of an employee. This could very well be yourself or the employee that you have a relationship with, i.e. a family member or friend. Accepting assignments where there is a conflict of interest goes against the policies of GAPbuster Worldwide and is considered fraudulent. You will be struck from our list of mystery shoppers and legal action will be taken. Again please keep us informed of any change in relationship with a client or their competitors so we can insure these assignments are not offered to you.

Resources required to be a Mystery Shopper for GAPbuster Worldwide:

1. Regular access to the Internet is essential. GAPbuster Worldwide utilises an advanced online operational system to distribute work and accept results. All your shopping transactions/needs will be conducted via this web site.
2. An active e-mail account. The majority of communication between GAPbuster Worldwide and our mystery shoppers occurs via email.
3. Access to transportation for travel to locations requiring assessment.
4. Access to fax or computer scanner to send copies of receipts and completed shopper evaluation forms as required for audit purposes.
5. A bank account that can accept EFT (Electronic Funds Transfer) payments - so that you can be paid.
   

The Application Process
If you are interested in becoming an eXperience Evaluator please familiarise yourself with the following process:

1. Read 'FAQ' and 'Payment Information'
2. Complete the 'Application Form', indicating your acceptance of terms in the contract. Press 'Submit' to send your application.
   We shall contact all successful applicants by email to confirm the outcome.