Frequently Asked Questions

What do evaluations involve?
As an eXperience Evaluator (XE] you will visit a store or outlet unannounced and present yourself as a regular customer. Your assignments often require you to observe staff:

• acknowledging and greeting customers,
• offering assistance,
• demonstrating attempts to better understand and meet customers' needs,
• closing the sale, and
• thanking and farewelling customers.
  

You may also be required to assess product quality and store cleanliness.

How long does each evaluation take?
The time required to perform an evaluation varies. You should allow ample time to read the assignment guidelines and instructions thoroughly and familiarise yourself with the scenario and questionnaire. The evaluation itself usually takes between 5 and 20 minutes.

How often will work be available?
Customer experience evaluation work is offered to XEs on an 'as available' basis and should not be regarded as a source of regular income. Our clients specify store locations requiring evaluation, desired XE profiles, and XE rotational requirements. Consequently the availability of assignments for any one XE can vary, and there will be more work in some areas than others. For instance, we have much more work available for XEs located in metro areas than rural areas.

Can I be an eXperience Evaluator if I work or study full-time?
Yes, definitely. Many assignments can be performed in the evening and on weekends. You are not obliged to accept all assignments and are encouraged to choose those that are convenient for you.

Do I have to commit to a specific date and time to complete assignments?
Typically clients require evaluations to take place on specific days and at specific times. This requires you to think carefully before committing to a date/time as it may not always be possible to change. We understand that circumstances may arise whereby you are unable to complete an assignment on the date/time specified. For this reason, GAPbuster Worldwide has developed an online application that allows you to modify shop dates, entitled Assignment Reschedule.

Please note that you should never complete an assignment on a different date/time without verifying it through Assignment Reschedule first. Evaluating on the wrong date or at the wrong time may not meet our clients' requirements and thereby render your assignment invalid. XEs are not paid for invalid assignments.

How long do I have to report my evaluation results?
All results must be reported through WebExpress within 8 hours of completing an assignment. Your speedy response allows us to process the data and report to our client quickly. If you fail to contact us within the specified time we reserve the right to assign a new XE and classify your assignment as invalid. Refer to your assignment guidelines for call centre hours of operation and reporting timeframes in your country.

Should I keep my evaluation records?
GAPbuster Worldwide regularly performs quality and validation checks and, as part of this process, sometimes requires XEs to return questionnaires. In the event of a client querying an evaluation, we may also need to contact you to validate responses and/or assignment details. Please keep your evaluation records for at least 12 months to assist us with these processes.

Is GAPbuster Worldwide information confidential?
Yes. After agreeing to the terms of the 'Contract for Services', XEs must not disclose any GAPbuster Worldwide process and/or system information, guidelines, instructions, questionnaires, client details or any other confidential information to other persons, firms or companies.

Could assignments require me to make or return a purchase?
To evaluate certain aspects of service sometimes it is necessary to make or return a purchase. If the evaluation requires a purchase, the instructions specify the cash amount GAPbuster Worldwide reimburses the XE. This amount is paid in addition to the evaluation fee. We recognise that returning a purchase can be more timely and involved and we adjust payment accordingly.

Could an assignment require me to collect a receipt or business card?
To confirm that evaluations occurred at the correct time and location, some clients require us to provide receipts, business cards or similar. Be sure to take note of any such requirements in your evaluation guidelines/instructions.

When is an evaluation deemed invalid?

When results are not reported back to GAPbuster Worldwide within the required timeframe.
Submitting your responses within the required reporting timeframe is vital as this allows us to provide our clients with timely feedback. All results MUST be reported via WebExpress within 8 hours of completing the assignment. You will not be paid for invalid evaluations.

When an XE does not complete an evaluation on the scheduled date/time.
Evaluations are carefully scheduled to meet our clients' requirements.

When an incorrect location is evaluated.
There can be more than one outlet in a shopping mall or street. It is therefore imperative you check your paperwork for the correct address so that the correct outlet is evaluated.

When guidelines and instructions specified in the assignment paperwork are not followed.
Evaluations are designed to provide GAPbuster Worldwide's clients with feedback relating to very specific aspects of their service brand experience and service delivery. For GAPbuster Worldwide to meet all obligations to clients it is necessary for XEs to follow all guidelines and instructions. For evaluations to be deemed valid, an XE must meet any additional requirements as specified by the your instructions (eg. make correct purchases, supply proof of purchase/return, collect a business card, etc).

When an XE reports false information.
GAPbuster Worldwide has a range of checks to verify whether an evaluation took place and to validate the accuracy of observations. XEs who provide false information will be removed from our shopper list immediately.

When GAPbuster Worldwide and/or client confidentiality is violated.
XEs who violate confidentiality will be removed from our shopper list immediately and may face legal action.