FAQ

General

Who are your mystery shoppers?

Our mystery shoppers are real customers from your target audience and service area. We believe in feedback from actual customers; people who are already interested in your brand and visit your stores. That’s why we don’t use professional mystery shoppers but instead engage regular consumers who are already familiar with your business.

Want to learn more about our community of mystery shoppers? Check out our community page!

How are mystery shoppers selected?

Our mystery shoppers build a reputation by completing assignments, which earns them a quality score. When they sign up via our community platform, we select the most suitable mystery shopper for the task.

Mystery shoppers can’t perform assignments continuously. Most clients allow them to complete one assignment every three to six months.

What does the price per visit mean?

This is the fee a client pays to Secret View.

What is shop credit?

Where possible, our mystery shoppers receive shop credit to spend directly in-store rather than financial compensation. This way, they naturally choose assignments that suit them. After all, you’re unlikely to buy products you have no interest in, ensuring they always belong to your target audience.

And the shop credit? It simply returns to your register as revenue. A nice bonus: the amount spent is, on average, 30% higher than the shop credit provided!

In some cases, financial compensation (without a purchase) is more appropriate. This is also an option.

How do you verify mystery shoppers’ purchases?

Shop credit must always be fully spent so that it returns as revenue. That’s why we ask mystery shoppers to upload their receipts in the questionnaire. This gives you clear insight into their purchases.

Mystery shoppers are required to upload a receipt, on which they write "mystery shopper Secret View." This prevents them from returning the product for a refund. Every receipt is checked for purchase details, timestamp, date, correct location, and amount spent.

For assignments without shop credit, we collaborate with the client to find an alternative verification method, such as brochures, quotes, or other specific documentation.

How do you ensure the privacy of my employees and customers?

We are fully compliant with GDPR and other privacy regulations. No photos of employees or customers are taken during assignments. In some cases, a picture of the storefront or the store itself may be required. If people appear in these photos, they can be blurred using a tool in our platform.

Can I also conduct online mystery shopping research?

Absolutely! We conduct online assignments for multiple clients, including grocery, meal, and alcohol deliveries. Want to learn more? Book a free demo!

Mystery shoppers

How do I get an assignment?

Create an account, log in to the platform, and select an assignment near you. Wait for confirmation that you’ve been selected. Once approved, carefully read the briefing and complete the assignment on the chosen date!

Additionally, there are instant assignments that you can carry out immediately. Log in and check if there’s one available near you!

When do I get paid?

It depends on the assignment. For most shop credit assignments, you get paid in advance. However, be sure to spend the full amount.

For instant assignments, payment is processed on the next payment date—the first Monday after you complete the assignment. The money will be in your account within 1 to 2 days.

For assignments without shop credit, you get paid once the questionnaire is approved. Payments are processed on Mondays and Thursdays, and the money arrives in your account within 1 to 2 days.

Why do I need to verify my ID?

For a few reasons. Firstly, we must comply with laws and regulations such as DAC7. This requires us to share payment details with the tax authorities, which means we need to verify your ID. This doesn’t necessarily mean you’ll owe taxes on your Secret View earnings. In most cases, it has little to no impact on your tax return, but this depends on your personal situation.

Additionally, we provide you with funds to complete an assignment, which comes with expectations. In rare cases, we may request a refund of shop credit if an assignment was not carried out correctly or at all.

We also conduct compliance research on alcohol and tobacco sales. For this, we specifically look for people aged 18 or 19.

What is the quality score?

With each questionnaire you complete, you build your reputation. Every questionnaire receives a quality score based on three criteria: quality, reliability, and language.

Quality: Are your answers clearly formulated? Do they describe situations accurately? Do they provide constructive feedback?

Reliability: Did you follow the briefing completely and complete all steps?

Language: We check sentence structure, word usage, and spelling.

You always see an average score based on these criteria. A meter on the platform shows how your latest questionnaire compares to previous ones. More details on the quality score can be found under ‘News’ on the platform.

Enterprise

Is there a trial or demo available for new clients?

Absolutely! You can book a demo anytime, and we also offer a free pilot so you can try our services without obligation.

How often can I conduct mystery shopping research?

As often as you like, even daily. However, most clients opt for weekly or monthly research. This frequency ensures sufficient data while eliminating anomalies.

How does payment work?

Since we use shop credit for our mystery shoppers, we invoice 75% upfront. Our standard payment term is 14 days, but custom arrangements are possible. The remaining 25% is invoiced after the round is completed.

In which countries are you active?

We currently operate in 34 countries and can easily scale to new markets. Want to know more? Let’s discuss it in a demo!

In which languages is the research available?

Any language you need!

Small business

How do I redeem a discount code or voucher?

You can apply a discount code or voucher at checkout.

How do I set up my own mystery shop research?

With over 600,000 mystery shopping visits across industries, we know how to create effective cases and solid questionnaires. However, no one knows your business better than you do. While we take the lead, the research is fully customizable. The best results come from combining our expertise with your insights.

How do I receive the mystery shopping results?

Once the mystery shopper submits the questionnaire, it is reviewed by two approvers. After approval, you’ll receive an email notification about the new results. WhatsApp notifications are also an option.

How often can I conduct mystery shopping research?

As often as you like! However, most clients opt for weekly or monthly research for optimal data quality.

How much does a mystery shopping visit cost?

You can have a mystery shopper visit your business for as little as €29.99 (excluding shop credit). The final price depends on the complexity of the assignment. If you require specific conditions (e.g., a female shopper aged 25-30 on a Saturday afternoon), the price per visit may be higher.

Am I locked into a subscription?

No, you can stop the research anytime. You pay per assignment, not annually in advance.

How does payment work?

For Small Business mystery shopping, you pay for each round in advance.

Can I research multiple locations?

Yes! For up to seven locations, we recommend our Small Business solution. Beyond that, Enterprise is a better fit.

Can I use the Enterprise solution?

Yes! For businesses with more than seven locations, Enterprise is the better choice. It includes additional costs for onboarding and licensing.

In which countries is Small Business available?

For now, our Small Business solution is only available in the Netherlands. Join the waiting list and be the first to know when mystery shopping for Small Business is available in your country!